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ACD contact center features
Redirection on No Answer
If an agent has a call active or on hold and the RONA timer expires for another ringing
ACD call, RONA redirects the alerting call back to the split/skill or administered VDN. The
agent is not taken out of service when the call redirects, but is placed at the bottom of the
Most Idle Agent (MIA) or Expert Agent Distribution (EAD) queue.
Restricted line appearance
If you administer last-available line appearance as Restricted Last Appearance for an
agent's telephone, the agent does not receive additional ACD calls because the
appearance is reserved for making conference or transfer calls.
182 Communication Manager Guide to ACD Call Centers
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