RONA using Routing Strategy

Architect & Flows
1

Hi,

Can anybody help me.

I have some doubt / issue on RONA from Strategy.

Steps.

  1. URS select an agent and extension is ringing.
  2. I have configured NO_ANSWER_TIMEOUT = 9 sec and NO_ANSWER_ACTION=walkaway
  3. After time out I am making him notready. I can able to make him notready but still call is ringing on same extension.

am i doing somthing worng.

-Thanks

2

Your setting is wrong.You have to set no_answer_timeout to any value,no_answer_action has following options:

1.None
2.Not-ready
3.Logout

and no_answer_overflow to the:

1.None
2.Recall
3.Release

So,if you set for example timeout=10,action=not-ready,overflow=recall callflow will be as follow:

1.Extension is ringing
2.Call is not picked up to the 10s(no_answer_timeout)
3.Call is returned to the last point(ie.queue)
4.Originated agent is in not-ready state
5.Call is routed again

That works fine. Your option “walkaway” is rubbish, where did you figure it out?

For next time you should first read the documentation properly.It is a basic and simple thing/setting.

3

Hi,

I got it from T-server Avaya CM, Now I can able to do make agent not ready and call is not rining on extension, but if all agents are busy then it should play Music but call is idle.

and one more issue, if other agent ready it is routing but that time he also not answering the call then RONA action is not working.

-Thanks

4

RONA is working correctly - you have bad configuration,if RONA not working. No_answer_overflow option has one more value : destination number. So, you can set any DN(extension,routing point,..) and if agent not answered call in configured timeout,the call will be rerouted to the destination point.

1 Like
5

Kubig,
You might want to tone the language down a little and read through some documentation.

walkaway is a very valid option for no-answer-action for some of the TServers and is documented. In fact I use it in production systems right now.

agent-no-answer-action
Default Value: none
Valid Values: none, notready, walkaway
Changes Take Effect: Immediately
Related Feature: “Support for Agent No Answer Supervision” on page 160
Specifies the agent state to which T-Server is set after the time period for the
agent-no-answer-timeout option has expired. If the value of this configuration
option is set to none, the agent will remain in its current state.
agent-no-answer-overflow
Default Value: none
Valid Values:
Changes Take Effect: Immediately
Related Feature: “Support for Agent No Answer Supervision” on page 160
Redirects the ringing call to the destination described by this option after the
time period for the agent-no-answer-timeout option has expired, T-Server.
Notes: • The walkaway value is identical to the NotReady value unless a
non-ACD (soft agents) setup is utilized.
• The walkaway value is a special NotReady work mode that is
applicable for soft agents only. Otherwise the NotReady work mode
will be AuxWork.

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6

Dear All,

Is it possible to overflow call on same routing point ?

7

I think no, you can return the call back to the last distribution point (is in attribute ThisQueue), release or overflow to another destination - in case when you look at the documentation ( I know that you think “why read the doc?”) - you will find out how to achieve your need and how to configure it. Little hint - you can configure it in strategy via AttributeExtension in TRouteCall function

8

hello,
can somebody put an example of where this configuration is being made? is on the dn or Ird is also involved through a strategy?
thanks

9

You can configure it on T-Server and DN level or within the routing strategy as well

10

Hi all,

One more question on this subject. Is it possible to count calls on VQ come from RONA ?

RONA is countable on agent (By callforward stats), but I couldn’t find one for VQ ?

  • Call distributed to 4 targets ACTO user choice. Each has its own VQ. If overflows with RONA, call goes to the top of the strategy and user makes new choice
  • If new choice is different than previous one, the stats on the previous VQ becomes anormal. (ie 150 entered, 140 answered, 7 abandoned, 0 cleared, - What about the 3 calls ??? → RONA is in action )
  • ACTO guide, CallForwarded is not for Queues.
1 Like
11

If would do an IF ATTACHED and then ATTACH DATA to create filters

Enter → UDATA(‘IWASHEREBEFORE’)?-> NO/YES

NO → Attach UDATA(‘IWASHEREBEFORE’) → ROUTE RPb
YES → ROUTE RPb

And then create filters for Distributed on RPa and Entered on RPb with UDATA ‘IWASHEREBEFORE’

1 Like