ROOF interactions

Last Updated : Dec 10, 2021 |

ROOF and RONA interactions are similar, but ROOF has more interactions such as:

  • ROOF is applied system-wide, where the default for the system is active.

  • Communication Manager delivers ACD calls from the skill queue and Direct Agent Calling (DAC) interactions similar to RONA. With ROOF, Communication Manager attempts to redirect DAC to the coverage path. If the call does not go to coverage, Communication Manager redirects the call to the VDN that you administer in the Redirect on IP/OPTIM Failure to VDN field on the Hunt Group screen. Ensure that the direct agent skill group has a redirect VDN for occurrences of ROOF. Without a redirect VDN, Communication Manager puts the call in the same skill queue at high priority. If queue slots are unavailable, the caller hears a busy signal.

    If all fails, Communication Manager provides a ringback until the caller disconnects the call. This action also applies to priority DACs if no VDN is available for call redirection.

  • Calls are redirected through ROOF when repeated attempts to deliver a skill call to the same SIP agent fail with the same SIP error code. This call redirection through ROOF sets the agent's work mode to AUX work.

    For SIP 500 or 380 failures, Communication Manager moves the agent to AUX work after three ROOFs of the same call on the agent. Communication Manager moves the agent to AUX work after one SIP 480 failure.

  • For a DAC call, Communication Manager forces the agent into AUX work on the first SIP 380, 500, or 480 failure.

  • During ROOF, the agent work mode is AUX work. If network connectivity restores during the TCP retry period, the station lamp indicates that the line is in the AUX work mode.

  • The only indication that CMS receives after ROOF occurs is a work state change. Consequently, CMS will receive the resultant flow-out, flow-in, and DFWD-unknown indications for the call.

  • A caller hears a ringback during the timer period and when Communication Manager puts calls in the same queue with high priority. Calls that the Communication Manager redirects to a VDN receive feedback from the assigned vector. If Communication Manager cannot put a call back in the queue because queue slots are unavailable, the caller hears a busy signal until the caller disconnects the call. Here, Communication Manager sends a DFWD-unknown message to CMS to stop call tracking.

  • When ROOF occurs, Communication Manager does not provide a lamp indication to the supervisor.