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Redirection on No Answer
Redirection on No Answer (RONA) redirects a ringing ACD split/skill call or Direct Agent
Call after an administered number of rings. RONA prevents an unanswered call from
ringing indefinitely. The call can redirect either to the split/skill to be answered by another
agent or to a VDN for alternative call handling. Direct Agent Calls route to the agent's
coverage path, or to a VDN if no coverage path is administered.
You must have ACD enabled to use RONA. Administer RONA for each ACD hunt group as
required. RONA can be used in Auto-Available Splits/Skills (AAS), or in splits/skills with
agents operating in Manual-In work mode. You can administer RONA for vector-controlled
or nonvector-controlled splits/skills.
Do not administer RONA for splits/skills controlled by adjuncts or AUDIX or for auto-
answer agents assigned splits/skills because calls must ring at a telephone to be
redirected.
Administering RONA
The following forms and fields are required to administer the RONA feature:
Note:
Note:
Required forms – RONA feature
Form
Hunt Group
Station (multifunction)
You must set Controlling Adjunct to none.
Field
ACD
AAS
Vector
Controlling Adjunct
Message Center
Redirect On No Answer (Rings)
Redirect to VDN
Button Assignments
— noans-alrt
Redirection on No Answer
Issue 1.0 May 2003
205
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