ATT DEFINITY Communications System Generic 3 Instructions Manual

Recorded Telephone Dictation A ccess
Issue  3   March 1996
3-1007
Hardware and Software Requirements
Requires telephone d i ctation machines and, depending on the type of machine, 
one port on a TN742 or TN746B (A-law) Analog Line circuit pack or one port on a 
TN763 Auxiliary Trunk circuit pack (TN763D supports A-law) for each machine 
assigned. No additional software is required. 

Feature Descriptions
3-1008Issue  3   March 1996 
Redirection On No Answer (RONA)
Feature Availability
Redirection On No Answer (RONA) is available with G3V2 and later releases.
Description
RONA is an ACD hunt group optional feature that redirects an unanswered 
ringing ACD call after an administered numb er of rings. The call is redirected 
back to the split after making the agent unavailable and notifying the Call Center 
manager. RONA is an enhancement to the Automatic Call Distribution feature 
and...

Redirection On No Answer (RONA)
Issue  3   March 1996
3-1009
connected to the Conversant or to equivalent VRU  ports. The ‘‘converse’’ hunt 
group is an ACD type.  It is also vector-controlled, and administered as an 
Auto-Available Split  (AAS). Whenever RONA times out on a ringing call that was 
delivered via the converse-on command to a VRU port, the agent port is logged 
out and the call is redirected back to the converse-on split to be distributed to 
the next available agent or VRU port.  In the...

Feature Descriptions
3-1010Issue  3   March 1996 
The Call Center manager/supervisors can find out which agents had RONA 
timeout by looking at BCMS or CMS reports. With R3V2 and later releases CMS, 
the exception report has a listing of all agents that were timed out and made 
unavailable. Without CMS, BCMS/CMS reports can be used to determine which 
agents are in AUX-Work or logged-out (with AAS).
With BCMS, the only way to see which agents are lo g ged out (for AAS 
applications) is to use the SAT to...

Redirection On No Answer (RONA)
Issue  3   March 1996
3-1011
queue plus the ringing time is added to the OTHER TI ME  i tem .  Th i s  i s  th e  s a m e 
action taken for any direct agent coverage redirection.
Interactions With Other Ringing Call Timers
There are a number of other features that can time the ringing when an ACD call 
is d elivered to an agent. By design, RONA p ermits the other timers to c ontinue in 
conjunction with RONA don’t answer timing. Whichever timer expires first applies 
to...

Feature Descriptions
3-1012Issue  3   March 1996 
period of the other timers. A coverage DA timer (including Split DA, Covering DA, 
and Agent DA timers) starts when the call is first placed in queue, and it 
continues timing when the call rings the station. Since RONA applies only when 
the call is ringing the agent, the interval is usually set to two or three rings, while 
the coverage timer should probably be set to 10 or more rings. Since the queue 
time is variable and the call c ould remain in...

Redirection On No Answer (RONA)
Issue  3   March 1996
3-1013
nAgents in Multiple Splits
For non-auto-available splits, whenever a RONA timeout occurs, the agent 
state is changed to AUX work (and the proper state change message is 
sent to CMS) for all splits to which the agent is logged. When the agent 
returns, the a gent is responsible for b ecoming available in each split, as 
desired. For auto-available splits, whenever a RONA timeout occurs, the 
agent is logged out from each of the splits to which...

Feature Descriptions
3-1014Issue  3   March 1996 
nASAI 
In cases where RONA is assigned to the associated split, RONA applies 
to vector p rocessed calls that successfully adjunct route to an ACD split or 
to an a gent as a direct agent call.
RONA can also be assigned to ASAI adjunct-monitored sp lits, and it can 
be applied to adjunct-monitored calls. An event report is not sent to the 
ASAI adjunct whenever a RONA timeout puts an agent into the AUX-Work 
state because event reports are not sent to the...

Redirection On No Answer (RONA)
Issue  3   March 1996
3-1015
is corrected is needed to be performed manually via a p propriate 
CONVERSANT management screens  (for example, log out the port and 
then log it back in). Complete failure is automatically restored when the 
CONVERSANT re-initializes.
The next table indicates the ASAI events that the switch sends to the ASAI 
adjunct for various stages of the RONA call. Also included in the table are 
the ASAI associations (assuming they are active) for which...

Feature Descriptions
3-1016Issue  3   March 1996 
nAttendant—Timed Reminders
The Attendant Held Call feature a pplies only to calls that are placed on 
hold by the attendant and, therefore, it does not interact with RONA. The 
Attendant No Answer Timeout feature applies only to calls that ring the 
attendant (via the attendant group).  The feature does not ap ply to hunt 
groups (or direct agent calls) and therefore, it does not interact with 
RONA.
nAudio Information Exchange (AUDIX)
AUDIX controls the...