Lucent Technologies 555-230-220 manual Redirection On No Answer Rona Interactions

Call Scenarios and Applications

5.Redirection On No Answer (RONA) Interactions

Call to Agent with RONA

This scenario shows an incoming ISDN PRI call to VDN 7010 that is delivered to extension 6534 in split 6500 (see Figure A-12). The call is not answered by the agent at extension 6534 before the RONA timer expires. When the timer expires, the call is requeued to split 6500 and delivered to agent’s station 6540.

In addition, extension 6534 is placed on AUX-work when the RONA timer expires so that no more ACD calls are delivered to the extension. If the call was sent to an Auto-Available Split (AAS) and the AAS agent or port did not answer, RONA would have taken the agent’s extension out of service by automatically logging out the extension that did not answer. If the AAS split has Domain Control active, the ECS sends a Logout Event Report for the extension logged out.

VDN 7010 has Event Notification active over CRV 96.

Ca

Incoming Call

call_id=57

DEFINITY ECS

VDN 7010 Vector H

1. Queue to Main
Split 6500	ACD
2. Announcement	Split
3. Queue to Main	6500
Split 3400

4.Wait 30 Seconds

5.Announcement

ACD Split 3400

Agent

Extensions

x6534

x6540

Figure A-12. Call Flow for a Call where RONA Timer Expires

Issue 7 March 1998 A-51