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If no other point is available to accept the call, the call remains queued or continues to ring
the current coverage point. When RONA times out at the coverage point, the following
occurs:
RONA does not reset the Subsequent Redirection/CFWD No Answer timer. The timer
that expires first controls the call.
If the coverage point for a covered call is a direct agent logical agent ID whose skill has
RONA, and if RONA times out first, the call is sent to the next point in the skill coverage
path, not to the agent's coverage path. The Subsequent Redirection/CFWD No Answer
timer is reset when the call is redirected to the next coverage point.
If RONA was applied to an ACD call that was a previously redirected coverage call (that
is, the RONA split was a point in the coverage path), RONA is used to requeue the call
as specified for a noncovered call. However, the call is not designed to go to split
coverage or forwarding. The Subsequent Redirection/CFWD No Answer timer is reset if
RONA requeues the call to the RONA split. Both the RONA timer and Subsequent
Redirection/CFWD No Answer timer are reapplied.
If RONA applies to an ACD call that was a previously-redirected coverage call (for
example, the RONA split was the second point in the coverage path), the call is
redirected to the next coverage point in the principal's coverage path if the call cannot
be requeued to the RONA split. The Subsequent Redirection/CFWD No Answer timer is
reset.
If no other point in the coverage path exists or other points are unavailable, the split-
covered call that cannot be requeued or the direct-agent-covered call receives call-
cannot-be-redirected handling.
Call Detail Recording (CDR)
When an agent is assigned to be recorded on the CDR record as the called number, the
RONA redirected-to answering destination is recorded as the final called number. You can
administer CDR to record the VDN, the hunt group, or the answering agent as the called
number.
Call Forwarding All
If an adjunct Direct Agent call is made to an agent's extension that has Call Forwarding All
assigned and it is redirected by RONA, the call follows the agent's coverage path.
A call forwarded via Call Forwarding to a split or logical agent ID with RONA is sent to the
principal's coverage path instead of going to the split's coverage path (if the call cannot be
requeued) or to the agent's coverage path (for a Direct Agent call) on RONA redirection.
Call Pickup
A member of an agent's pickup group can pick up an ACD call that is being timed for
RONA. RONA is cancelled.
Redirection on No Answer
Issue 1.0 May 2003
213
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