ATT DEFINITY Communications System Generic 3 Instructions Manual

Redirection On No Answer (RONA)
Issue  3   March 1996
3-1017
is recorded. Since BCMS does not support exception reporting, a RONA 
event is not reported by BCMS. Call Centers with only BCMS can use the 
RONA split lamp indicator for RONA event indication.
nBrid ged Call Ap pearance
A brid ged terminal cannot pick up a ACD split call or a direct agent ACD 
call. Therefore, brid ged call appearances do not interact with RONA.
nCall Coverage Features
Direct agent non-covered RONA timed-out calls are...

Feature Descriptions
3-1018Issue  3   March 1996 
to go to sp lit coverage or forwarding. The system parameter 
coverage—subsequent redirection no answer timer is reset if 
RONA requeues the call to the RONA split. Both the RONA timer 
and subsequent redirection no answer timer are reapplied.
— If the ACD call to which RONA applied was a previously redirected 
coverage call (that is, the RONA split was a p oint in the coverage 
path), the call is redirected to the next coverage point (if any) of the...

Redirection On No Answer (RONA)
Issue  3   March 1996
3-1019
a p plies to non-vector-controlled or vector-controlled ACD splits 
when calls are routed to the sp lit via a route-to or a messaging 
split Basic Call  Vectoring command. Basic Call Vectoring treats an 
AAS split with all a gents logg e d out as an unavailable split (failed 
attempt), and it skips the relevant ste p (in the same manner as it 
does for a split with all queue slots busy). This requirement a p plies 
to vector-controlled splits...

Feature Descriptions
3-1020Issue  3   March 1996 
Since a call subject to RONA is already removed from vector 
processing by the time the call is delivered to the agent, the RONA 
timed-out call is requeued only to the split from which the call was 
distributed without regard to previous multiple split queuing.
RONA can be applied to both non-vector-controlled splits and 
vector-controlled s plits. Vector-controlled sp lits cannot be assigned 
split coverage, split forwarding, or split night service...

Redirection On No Answer (RONA)
Issue  3   March 1996
3-1021
If don’t answer (DA) coverage is assigned to the agent extension, the  DA 
timing also to a pplies to the call. If DA coverage times out first, the RONA 
timing is canceled when the call successfully routes to coverage, and 
agent DA coverage is applied p er existing operation. If RONA times out 
first, the coverage DA timing is canceled, and RONA notification is 
provided, the agent is made unavailable, and call redirection is provided....

Feature Descriptions
3-1022Issue  3   March 1996 
continues and is canceled when the call is answered. NATO applies to a 
call that is given the call-can-not-be-requeued treatment. The assigned 
NATO treatment is given and RONA processing is terminated if the NATO 
timer expires at any time during or after RONA redirection of the call.
nDirect Department Calling
RONA applies to DDC ACD typ e hunt group ACD calls.
nDisplay - Agent Terminal
Connected p arty display does not c ome into play since the call...

Redirection On No Answer (RONA)
Issue  3   March 1996
3-1023
nMusic-on-Hold Access— Music on Transferred Trunk Call
When assigned to the system, all trunk callers that are transferred to 
another destination continue to hear music (or silence, if so administered) 
instead of ringback while the call rings at the transferred destination. This 
a p plies while the transferred call is queued to a split or is ringing an agent. 
If the trunk call (either as an ACD split call or a direct agent call) is...

Feature Descriptions
3-1024Issue  3   March 1996 
RONA timer is canceled only after the call successfully covers to the 
coverage point.  When RONA times out, the coverage timer is canceled. 
This requirement applies even if RONA cannot redirect the call. Split DA 
coverage still applies per existing operation when the call is redirected by 
RONA back to the split while the call is in queue, and it continues when 
the RONA-redirected call is distributed to an agent. Split busy coverage 
a p plies to the...

Redirection On No Answer (RONA)
Issue  3   March 1996
3-1025
split or while the call rings the converse split agent port (that is, the caller 
does not hear rin g back d uring ringing if the caller is already hearing music 
or silence from a previous vector command).
If the converse-on split is an AAS, RONA timed out agent lines/ports are 
logg e d out. If all agent ports of an AAS split are log g ed out, new calls are 
not put into queue but are processed by the next vector step (see the 
Auto-Available...

Feature Descriptions
3-1026Issue  3   March 1996 
Once ACD is optioned for the system and the ‘‘ACD?’’ field on the Hunt Group 
form is set to ‘‘y,’’ a new ‘‘Redirect On No Answer (rings)’’ field appears on the 
Hunt Group form. This form is used to administer a don’t answer timeout period 
(ring cycles) from 1 to 20 rings. A blank value d eactivates the feature, and a 
value between ‘‘1’’ and ‘‘20,’’ inclusive, activates the feature.
Upon submittal of the “Hunt Group” form, and if RONA is administered,...