Redirection on No Answer (RONA) prevents an unanswered call from ringing indefinitely. If an agent cannot answer the call or a server fails, RONA prevents the call from getting lost. The contact center redirects an ACD call to the skill that the call was originally queued to or to the specified RONA VDN for alternative call handling. The contact center routes the direct agent call to the agent coverage path. If no coverage path is assigned to the agent, the contact center routes a direct agent call to the specified RONA VDN. When RONA is activated, Avaya Contact Center – Extended Capacity changes the agent work mode to Aux work to block routing calls to the agent.

If the agent does not answer the call and the agent endpoint has Auto Answer configured, the contact center processes the call and cannot redirect the call to another VDN or agent coverage path.

For more information about configuring RONA parameters, see the skill configuration section in Administering Avaya Contact Center – Extended Capacity.