Avaya Communication Manager Contact Center Manual page 212

ACD contact center features
RONA/ASAI events (continued)
Stage of Call
5. Call routed to split's
coverage path
6. Infinite feedback to
caller
7. Continue vector
processing
8. Call routed to direct
agent's coverage
path
Note:
Note:
Attendant return call
If an attendant extends a call to an ACD split or VDN for which the return call timer is not
activated, the call does not interact with RONA. The Attendant Return Call Timer is not set
if an attendant extends the call to another attendant.
AUDIX Transfer
RONA applies to a call transferred by AUDIX to an ACD split. A redirected call to AUDIX
does not go to split or agent coverage after it is transferred out of AUDIX. If RONA times
out on this type of call, the call cannot be redirected.
Automatic answering
If an agent with automatic answering receives a call with zip tone instead of ringing, RONA
timing is canceled.
Call Coverage
Direct Agent calls are redirected to the agent's coverage path if a path is administered. A
temporary bridged call appearance is not maintained for a call directed to an ACD hunt
group or VDN, or for a Direct Agent call.
When a call is redirected to a split/skill, the Coverage Subsequent Redirection/CFWD No
Answer timer is started on the call. Covered calls go to the next point in the split/skill
coverage path.
212 Communication Manager Guide to ACD Call Centers
ASAI Event
Call redirected followed by
existing operation of ASAI
Events
Call redirected
Call redirected followed by
existing ASAI events
Call redirected followed by
existing operation of ASAI
events
When a call is redirected via ASAI Redirect Call, the RONA timer is
canceled.
ASAI Associations
Domain (station) control (for agent ext
that call is leaving)
Domain (station) control (for agent ext
that call is leaving)
Domain (station) control (for agent ext
that call is leaving redirecting to VDN)
Domain (station) control (for agent ext
that call is leaving)