NOANSREDIR

Last Updated : Nov 20, 2024 |

The NOANSREDIR item tracks all unanswered calls. Unanswered calls can be redirected through RONA or they can occur because a failure prevents the call from being presented to an agent.

Possible failure scenarios include the following:

Redirection on IP Failure (ROIFREDIR).
Redirection on Off-PBX Telephone Integration and Mobility (OPTIM) Failure (ROOFREDIR).

The database values for redirected calls are determined as follows:

NOANSREDIR increments for each unanswered call.
The specific reason for an unanswered call determines whether ROIFREDIR or ROOFREDIR also increment.
RONA is defined as NOANSREDIR - (ROIFREDIR + ROOFREDIR).

The following database tables include the NOANSREDIR item:

Split/skill tables

For split/skill database tables, NOANSREDIR is the cumulative number of ACD calls that rang but remain unanswered. RONA automatically redirects these calls back to the split/skill queue or to a VDN.

When RONA redirects a call back to the same split/skill through RONA, the call counts as an outflow from the split/skill and an inflow to the split/skill.
When RONA redirects a call to a VDN, the call counts as an outflow from the original split/skill but not as an inflow to the next split/skill to which the VDN queues the call.

Agent tables

For agent tables, NOANSREDIR is the cumulative number of split/skill and direct agent ACD calls that ring on the agent's phone but remain unanswered. RONA automatically redirects these calls as follow:

RONA redirects split/skill ACD calls to the split/skill or VDN.
RONA redirects agent ACD calls to the agent's coverage path.

VDN tables

For VDN tables, NOANSREDIR is the cumulative number of split/skill and direct agent ACD calls that rang at agent stations but remain unanswered. RONA automatically redirects these calls.

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