You can configure different Redirection on No Answer (RONA) timers for every channel and queue. The RONA timers provide the a proper time to the agent, to answer the interactions based on the channel and queue.
Before you begin
Log in to Application Center Administration as an account administrator.
Procedure
In the navigation tree, click Contact Center > Configuration.
Application Center Administration displays the Configuration page.
To configure the Redirection on No Answer (RONA) timers, for respective channels for the queue, click RONA and enter the time in seconds in the Timer column.
The maximum value you can set for digital channels is 180 seconds, and for the voice channel, it is 50 seconds. The minimum time for all the channels is 5 seconds.
The default time for all the channels is 30 seconds. The timer set in the Queue pane precedes the time set in the Configuration pane. The default values get the least precedence.
