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.
