Lucent Technologies 555-230-220 manual Direct-Agent Call with Rona

Call Scenarios and Applications

Direct-Agent Call with RONA

This scenario presents the call flow for an incoming ISDN PRI call to VDN 8905 that gets routed, via direct-agent call, to extension 1234. The call is not answered by the agent at extension 1234 before the RONA timer expires (see Figure A-13).Because this is a direct-agent call, RONA will redirect the call to the agent’s coverage path. Furthermore, the agent’s extension will be placed in the AUX-work mode so that no more ACD calls will be delivered to the agent’s extension.

If the incoming call was sent to an Auto-Available Split (AAS) and the agent (or port) selected did not answer before the RONA timer expired, the call would have been redirected back to the split (and queued at the highest priority) for distribution.

Note that an Agent Status Value Query on Extension 1234 was done by the adjunct processor prior to selecting that agent to receive the call. At that point in time, extension 1234 was in the Auto-In mode and in the idle talk state. A second agent status Value Query was done after the call was redirected away from extension 1234. This time extension 1234 is in the AUX-work mode and in the idle talk state.

Extension 1234 has Domain Control active over CRV 102. VDN 8905 has Event Notification active over CRV 96 and VDN 9876 is not monitored. Extension 1234 is logged into ACD split 1200.

Issue 7 March 1998 A-53