Agent Ready but not answer the Call

Voice & Telephony
1

If a call is Routed to an agent’s DN that shows as Logged in and Ready, but the agent does not RequestAnswerCall, is there a way to have the call properly handled or sent to another DN?

I work with Genesys 7.0 solution and switch Avaya

2

The Avaya RONA functionality is going to be your friend.

F

1 Like
3

Thanks for your reply Fra.

Now, I have another problem, the Avaya RONA functionality is OK with a default call, but not with a direct agent call.

If a call is routed with direct agent mode without answer from the agent, the Avaya RONA functionality change the agent state to After Call Work, but the call is always connected to the agent and not sent to another DN.

Do you have a solution about this problem?

1 Like
4

So, I guess that the Tserver option ‘route-thru-queue’ option has been set to ‘true’, otherwise RONA wouldn’t work at all. What you need to check is whether the direct agent calling has been set in the COR of both the agent extension and the VDN where the call comes from. Also, don’t forget to create - and verify that they can be monitored - all the ACD Queues (the Avaya hunt groups) the agent logs into.

5

Thank you again Fra.

The problem is resolved.

To resume, I had not noticed that the configuration of Avaya RONA functionality for default calls and direct calls is not the same. I correct the configuration of RONA for direct calls and it works.

6

Hi guyz so sorry …

Can u explain what is RONA?

1 Like
7

RING ON NO ANSWER

8

Redirect On No Answer. It’s an Avaya switch feature that enables call transfer when an agent extension rings out with no answer.

F

9

What if the switch is Alcatel? Is there RONA? No meeting information.

10

Hi,
As told you on the ALU forum, check TServer guide for Agent no Answer options.

1 Like
11

Hi,

In Genesys, you can achieve this functionality by using URS.

  • Configure agent extension ‘event_arrive’ option to ‘ringing’ so that it can be monitored by URS
  • In strategy, use function ‘SuspendForEvent’ and select TEvent ‘EventEstablished’ with your timeout value
  • If the call is not answered, then you can set agent into ‘NotReady’ by using ‘SendRequest’ function

Refer URS deployment guide -Chapter 3 - Miscellaneous functions - SendRequest for more information.

Regards,
Lucky
www.lakshmikanth.com

1 Like
12

Alcatel doesn’t support that blakshmikanth

13

:cry:

Thanks for correcting me.

Regards,
Lucky

14

Meee thanks for giving ideas :smiley:
I wish ALU supported that, would be much more flexible ;D