Avaya Communication Manager Contact Center Manual page 215

Redirection on No Answer
If an agent with a coverage path is made unavailable by a RONA time-out on a non-
covered Direct Agent call, the call follows the agent's coverage path. With EAS, the agent's
logical extension coverage path for Direct Agent calls is used. If the agent has no coverage
path or if the path is unavailable, the call cannot be redirected and the caller hears
previously-provided feedback.
If Direct Agent call comes from a split that has forwarding or night service, the call is
forwarded, precluding RONA timing. If the agent has forwarding or Send-All-Calls, the
Direct Agent call is forwarded (ACD calls only) or goes to coverage, precluding RONA
timing.
Direct Department Calling
RONA applies to DDC-type hunt-group ACD calls.
Home Agent
RONA applies to Home Agent lines that terminate on the Conversant Home Agent system
as a means to detect port failures. Home Agent lines use Manual Answer and are not
present in AAS. Once RONA notification is made, you can correct the failure and restore
service manually on Conversant.
Inbound Call Management (ICM)
RONA applies to ICM-managed calls that ring an agent in an ACD split with RONA
assigned.
Message Center/Server Service
You can assign RONA to Message Center/Server ACD splits.
Multiple Call Handling (MCH)
If an MCH agent has a call active or on hold and the Redirection on No Answer timer
expires for another ringing ACD call, the ringing call is redirected to the split/skill or
administered VDN. When the call redirects, the agent is not made unavailable, but is
placed in the queue of available agents.
Music-on-Hold access — Music on Transferred trunk call
Trunk callers who are transferred to another destination continue to hear administered
music (or silence), not ringback, while the call rings. This applies while the transferred call
queues to a split.
If the trunk call (an ACD call or Direct Agent call) is transferred to a split with RONA,
timeout applies to the call, but the caller continues to hear the previous feedback instead of
ringback.
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