Avaya Communication Manager Contact Center Manual page 217

When a coverage timer expires, RONA timing is canceled only when the call goes to
coverage. If RONA times out first, the other timers continue timing or are stopped and may
later be reset. RONA interactions with other timers are summarized in the following table.
Summary of RONA-Timer interactions
Timer Description
Split DA Split Call Coverage Don't Answer
(nonvector-controlled)
Covering DA Covering Point DA - Subsequent
Redirection No Answer
Agent DA Agent DA Coverage (Direct Agent
Calls)
NATO DID/CO Trk No Answer Timeout
WAST Wait Answer Supervision Timer
If you want RONA notification and redirection, set the number of rings (or equivalent time)
for a RONA timeout to shorter than other timeout periods. DA timers start when a call is
placed in queue and continue when the call rings the station. Since RONA starts only when
the call is ringing, the RONA interval is usually set to two or three rings, while the DA
interval is set to 10 or more rings.
Since queue time is variable, assign a coverage timeout period that is greater than the
longest expected queue time plus three or four rings (the time the call could ring the
agent).
The NATO timer starts when the call seizes the incoming trunk. The timer could thus be
timing before the call is queued by vector processing. Therefore, set the NATO timer to
greater than the longest expected time before the call rings the agent (including time
before and after being queued) plus three or four rings.
The WAST timer starts when the call rings the agent. Set the RONA timer to a slightly
shorter interval (fewer than 10 rings) than the WAST 50-second interval.
RONA-timer interaction
RONA Restarted after redirection?
timeout
Stopped If requeued or delivered to
another agent
Stopped If redirects to covering point
Stopped If covers to Direct Agent with
coverage
Continues N/A
Continues If ringing destination or RONA
redirection fails
Redirection on No Answer
Issue 1.0 May 2003 217