You can configure how many times a call can ring before it is redirected. Redirect on No Answer (RONA) then redirects the unanswered call to the same split/skill queue or to a VDN.

• When RONA redirects a call to the same split/skill:

  • The call counts as an outflow and inflow. Therefore, the redirected call appears as two offered calls to the split/skill.

  • If the split/skill is set up so calls can only be redirected to the same split/skill through RONA, the Split/Skill database item NOANSREDIR is incremented. To calculate the number of unique calls offered to the split/skill, subtract the value of NOANSREDIR from CALLSOFFERED.

• When RONA redirects a call a VDN:

  • The VDN database table NOANSREDIR and outflow counters are incremented.