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 redirected to the 
agent’s coverage path. A temporary bridged appearance is not 
maintained for a call directed to an ACD hunt g roup or VDN, or for a direct 
agent call. Therefore, a tem porary bridged appearance does not interact 
with RONA.
Whenever a covered  call is redirected to an ACD split or to a direct agent 
logical ID (as a point in the coverage path) via Expert Agent Selection 
(EAS), a system  parameter coverage—subsequent redirection no answer 
timer (also called covering point don’t answer) is started on the call. 
Covered calls d o not cover to the covering point’s c overage p ath. Instead, 
they g o to the next point in the principal’s coverage path. If no other point 
is available to accept the call, the call remains q ueued, or it continues to 
ring the current coverage point. When RONA times out at the coverage 
point, a variation of the procedures in this paragraph  along with the 
changed condition of the covering point (ma de unavailable by RONA) 
must be considered. The interaction requirements of covered calls with 
RONA are included in the following list.
— If the coverage point is either a split with RONA or a logical agent 
ID whose associate d split has RONA (as is possible in EAS Direct 
Agent Calling), RONA timing is started on the call when the call 
rings an agent without resetting the subsequent redirection no 
answer timer. If the subsequent redirection no answer timer times 
out first, the RONA timer is canceled when the call is successfully 
redirected to the next coverage point of the principal’s coverage 
path according to the existing subsequent redirection operation. If 
RONA times out first, the subsequent redirection no answer timer is 
canceled and RONA redirection treatment is a p plied.  This 
treatment includes notification, making the agent unavailable, and 
redirecting the call.
— If the coverage point for a covered call is a direct agent logical 
agent ID whose associate split has RONA, and if RONA times out 
first, the call is sent to the next point in the principal’s coverage 
path (if available) and not to the agent’s coverage path.   The 
subsequent redirection no answer timer is reset upon redirection to 
the next  coverage point.
— If the ACD split call to which RONA applied was a previously 
redirected coverage call (that is, the RONA split was a point in the 
coverage path), RONA is used to attempt to requeue the call as 
specified for a non-covered call. However, the call is not designed  
						

							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 
principal’s coverage path if the call cannot be requeued to the 
RONA split. The subsequent redirection no answer timer is reset 
upon redirection to the next coverage point.
— If there is no other p oint in the coverage path, or if the remaining 
points are unavailable, either the RONA timed-out s plit covered call 
that cannot be requeued or the RONA time d out d irect agent 
covered call is given the RONA call-cannot-be-redirected 
treatment, that is, the caller continue to hear the previously 
provided feedback.
nCall Detail Recording (CDR)
Whenever the answering a gent is administered to be recorded on the 
CDR record as the ‘‘called number,’’ the RONA ‘‘redirected-to’’ answering 
destination is recorded as the final ‘‘called’’ number. CDR can be 
administered to record either the VDN, the hunt group or the answering 
agent as the ‘‘called’’ number.
nCall Forwarding All
If Call Forwarding is a ctivate d for the agent before a non-EAS direct agent 
call (that is, an adjunct direct agent call is made to the agent’s physical 
extension) is redirected due to a RONA timeout, forwarding does not take 
precedence over agent coverage. Therefore, the RONA timed-out 
non-EAS direct agent call  follows the coverage path. A call that is 
forward ed via Call Forward ing to a RONA split or logical agent ID whose 
associated split has RONA is sent to the forwarding extension’s coverage 
path instead of going to the split’s coverage path (if the call cannot be 
requeued) or to the a gent’s coverage path (for a direct agent  call) on 
RONA time out redirection.
nCall Management System Interface
CMS interacts with RONA and R3V2 and later releases CMS requires 
changes to sup port the RONA exception reporting.
nCall Pickup
An ACD call being timed for RONA can be picked-up by a member of the 
agent’s pickup group via the Call Pic kup feature. RONA is to be canceled 
upon call pickup.
nCall Vectorin g
— RONA app lies to vector-controlled ACD sp lits when calls are 
queued via the queue-to m ain split, or converse-on split, or 
check-backup split Basic Call Vectoring  command. Also, RONA  
						

							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 referenced in a queue-to m ain split, 
check-backup split, or  converse-on split command. In add ition, 
this requirement is relevant in the case where a (vector-controlled 
or non-vector-controlled) split is the destination of a messaging 
split, adjunct routing, route-to without coverage c ommand. With 
an adjunct routing or route-to with coverage ste p that routes to a 
vector-controlled split with all agents logged out, the call is given a 
busy tone in the same manner as when the call cannot queue to a 
non-vector controlled split according to the existing operation.
For a call that RONA times out on the last VRU p ort in an AAS split, 
the call is not requeued to the ‘‘converse’’ split.  Instead, it is 
processed by the next vector step.
If an AAS split is involved, it is possible that all a gent p orts 
experience RONA timeout.  Under this condition, it d oes not make 
sense to queue the call to the sp lit because the agents (or the VRU) 
are not available to answer the call. In addition, no one will know 
about the call because the logg e d out ports  cannot receive ACD 
calls.  Moreover, the logged-out state can be changed only via the 
administration terminal.
The a d ditional interaction with Call Prompting capabilities is the 
route-to digits interaction described previously in this section.
Three events have b een ad d ed to the error trace log for calls 
processed by Call Vectoring. A vector event is generated for a 
RONA timeout in a split whenever the call is processed by a Call 
Vectoring converse-on vector command. Another vector event is 
generated when a Call Vectoring step is skipped because all 
agents of an AAS split are logg ed out. A third vector event is 
included for a RONA redirection failure and is also only applicable 
for the converse-on vector command.
When EAS is active, ACD skill groups are used instead of sp lit hunt 
groups. RONA can be activated for an ACD skill group. After a 
RONA timeout on the call, the call is put back into the queue at the 
highest priority for the skill from which the call was distributed (after 
an attempt is made to deliver the call to another agent) without 
regard to any previous multiple skills queuing.
RONA timed-out ACD split calls in a vector-controlled split are 
requeued at the highest priority.  As a result, RONA calls are 
distributed before any other split calls. 
						

							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 since such 
functions are p rovid e d via Call Vectoring. Therefore, split 
coverage/forwarding/night service does not apply to 
RONA-redirected calls that involve vector-controlled splits.
nCalling/Called Number Display
A RONA-redirected call acts like a direct call to the s plit. If the call goes to 
coverage, the destination station display a p pears as it does for a normal 
covered call.
An internal or DCS caller (originator) to an ACD hunt group or VDN sees a 
display of the hunt group or Vector Directory Number (VDN) name and 
extension whenever the ACD call is placed to the hunt group or VDN. The 
display does not change when the call is ringing an agent. A voice 
terminal-initiated direct agent call (with EAS) displays the a gent name and 
logical ID when the call is ringing the agent’s terminal. If the ACD split or 
direct agent c all goes to coverage, the name remains, b ut the extension or 
logical ID portion changes to ‘‘cover.’’ The operation just described 
continues when RONA redirects the call.
nDirect Agent Calling
Direct Agent Calls can be placed by an adjunct using ASAI and/or voice 
terminals using logical agent IDs with the EAS feature. When the agent is 
not immediately available, the direct agent call is queued to the agent 
through an ACD split called the associated split. Without EAS active, the 
direct agent call q ueues to the sp lit s pecified b y the adjunct via ASAI. The 
agent must be logged into that split. With EAS active, the direct agent call 
(initiated by either an adjunct or by a voice terminal) queues to the first 
primary skill hunt group to which the agent is logged.
A RONA timeout applies to direct agent calls that are initiated by an 
adjunct or voice terminal if the associated split has RONA assigned. 
RONA timing app lies only after the direct agent call is delivered to an 
available agent with manual answering assigned and while the call is 
ringing the agent terminal. The sequence of operation (provide 
notification, make agent unavailable, and redirect call) is the same as 
specified for ACD split calls. Also, the agent is to be put into AUX-Work or 
logg e d out (AAS splits) even if this is the last agent in the split and if there 
are ACD split calls in queue. Direct a gent calls already in queue for the 
agent are to remain in queue. Such calls are not delivered to an a gent that 
has RONA timed out since the agent has been made unavailable. Don’t 
answer coverage continues to ap ply to the these calls. 
						

							Redirection On No Answer (RONA)
Issue  3   March 1996
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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. 
Typically, the agent coverage don’t answer interval is set for a much 
longer interval than the RONA time-out interval because the coverage DA 
timing a p plies initially while the call is in queue and continues when the 
call rings the agent. The DA interval is normally set for a long enough time 
to allow the call to remain in queue for a reasonable period of time and to 
ring the agent two or three times.
After the agent is taken out of service for a RONA time-out on a 
non-covered direct agent call, and if a coverage path is assigned to the 
agent, the call is sent down the a gent extension d on’t answer coverage 
path in the same manner as the coverage don’t answer time-out o peration.
When EAS is not assigned, the coverage p ath used is the agent’s physical 
extension coverage path. When EAS is in effect, the coverage path used 
is the agent’s logical extension coverage path for direct agent calls that 
are initiated by an adjunct or a voice terminal.
If a don’t answer coverage path is not assigned to the agent, or if the path 
is unavailable, the call is given the RONA call-can-not-be-redirected 
treatment, that is, the caller continues to hear the previously provided 
feed back.
If the split associated with the direct agent call has split forwarding or 
night service active, the call is imme diately forwarded, precluding RONA 
timing. If the agent has Call Forwarding or send-all-calls activated, the 
direct agent call is immediately forwarded (for non-EAS applications only), 
or it goes to coverage, precluding RONA timing.
The Direct Ag ent Announcement (DAA) capability is available for Direct 
Agent calls that are in queue for an agent. RONA does not interact with 
DAA since the latter capability a p plies while the Direct Agent call is 
in-queue for the agent.  RONA, on the other hand, applies while the call is 
ringing the agent.  Also, there is no interaction with the forced-first Direct 
Agent Announcement option since the DAA announcement is played to 
completion before  the call is placed in-queue for the a gent.
nDID/CO Trunk No Answer Time Out
The DID NATO feature begins timing at the original routing of DID/CO 
trunk calls and continues timing through call forwarding or coverage 
without being reset.  The timer ceases if the call is answered. If the timer 
expires, the call is routed to the attendant or recorded announcement.  
NATO, when activated, applies to calls to ACD splits or VDNs.
If a call with NATO timing is ringing an agent in a sp lit with RONA active, 
both timers a p ply to the call, and whichever timer expires first takes 
precedence and is applied. If the NATO timer expires first, the RONA 
timer is  canceled. If the RONA timer expires first, the NATO timer  
						

							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 has not as 
yet been terminated. (Also, see the explanation for ‘‘Calling/Called 
Number Display’’ in this section.)
nDelay Announcements
Split assigned delay announcements for non-vector-controlled sp lits are 
applied for requeued RONA calls per normal split redirect call operation.
nHome Ag ent
RONA applies to home agent lines that terminate on the Conversant home 
agent system as a means to detect port failures. The Home Agent split 
agent lines are not present in AAS and use manual answer operation. 
Once the RONA notification is made, service can be restored manually on 
the Conversant system after the failure is corrected.
nHybrid Stations
RONA app lies to an ACD split or to d irect a gent ACD calls ringing at a 
hybrid station in an ACD hunt group with manual answering assigned to 
the agent extension.
nInbound Call Management (ICM) with Host
RONA applies to ICM-managed calls ringing an agent in an ACD split with 
RONA assigned. (See the CallVisor Adjunct/Switch Applications Interface 
(ASAI) feature interactions for details.)
nManual Answering with Ringing
RONA will only a p ply to ACD split or direct agent ACD calls ringing an 
agent line/extension with manual answering operation.
nMessage Center/Server Servic e
RONA can be assigned to Message Center/Server ACD splits and, as a 
result, it can apply to calls ringing a Message Center/Server sp lit port in an 
ACD split.
nMost Idle Agent Distribution
See the Automatic Call Distribution (ACD) feature.
nMulti-Function Station Sets
RONA app lies to ACD split or direct agent ACD calls ringing at a 
multifunction station in an ACD hunt group with manual answering 
assigned to the agent extension. 
						

							Redirection On No Answer (RONA)
Issue  3   March 1996
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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 
transferred to a split with RONA active, timeout a p plies to the call in the 
same manner as to any other call to the split. However, the caller 
continues to hear the previous feedback instead of rin g back when the call 
either is redirected or ‘‘rings in limbo’’ b e cause the call could not be 
redirected.
nMusic-on-Delay
Non-vector-controlled split assigned music-on-delay will a pply after a 
delay announcement to requeued RONA timed-out ACD calls per normal 
operation.
nOff-Premises Station (Terminals)
RONA app lies to Off-Premises Station (OPS) lines in an ACD split.
nPriority Calling
Priority calling can b e activated on ACD split calls or on direct agent calls.  
With priority calling, ACD split calls or direct agent calls do not g o to 
coverage.  Instead, these calls continue to ring the agent.
If RONA times out a Priority Calling split call or direct agent call, the call is 
given the call-can-not-be-redirected treatment instead of being sent to the 
split’s or agent’s coverage path.
nPriority Queuin g
RONA timed-out ACD split calls in a non-vector-controlled split are 
requeued at the highest priority.  As a result, such RONA calls are 
distributed before any other split calls but after all direct agent calls.
nQueue Size  Limiter
When all assigned queue slots for the ACD split with RONA are taken, 
RONA timed-out calls cannot be requeued. Instead, the RONA c all is sent 
to split coverage if assigned/active or the call is to be g iven the RONA 
call-can-not-be-redirected treatment.
nQueue Status Display/Indications/Warning Indication
A call that is requeued via RONA is counted in the ‘‘calls queued to the 
split total’’ as a new call to the queue. The call wait time of the call is reset 
when the c all is requeued. Therefore, the oldest call waiting (OCW) time is 
not  affected  by RONA.
nSplit/Group Overflow-Forwarding
If RONA is active for a non-vector-controlled split with sp lit don’t answer 
(DA) coverage assigned, RONA timing is applied at the same time as the 
DA timing on ACD calls that ring the agent. When coverage times out, the  
						

							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 RONA-redirected call when there are no queue slots 
remaining and when no agents are available.
Under these circumstances, the requeue attempt redirects to the split 
coverage path (unless the call was previously covered). If no coverage 
point is available, the caller is given the RONA call-can-not-be-redirected 
treatment, that is, the caller continues to hear the previously p rovided 
feed back.
Split don’t answer coverage times the call while it is in queue for the 
assigned number of rings, and it redirects the call to the split coverage 
path. If no coverage point is available, the call remains in queue.
Split forwarding (interflow) immediately forwards an ACD split call or a 
direct agent call, precluding RONA operation. If split forwarding is 
activated for the split before the ACD call is requeued due to a RONA 
timeout, the call is forwarded.
nSplit Night Service
Hunt group night service is activated by using the hunt group night 
service feature button. When the feature  is activated, all calls for the hunt 
group are redirected to the assigned night station extension. If night 
service is activated b efore the RONA timed-out call is requeued to the 
split, night service redirection a p plies. If the night service sp lit has RONA 
assigned, RONA timing is reapplied to the redirected call.
nUniform Call Distribution (UCD)
UCD assigned to a hunt group provides most idle agent call distribution to 
calls to that hunt group. RONA applies to ACD calls to UCD ACD type 
hunt groups.
nVoice Response Integration
RONA can be assigned to converse-on command splits. Upon such an 
assignment, RONA timing applies to calls that are q ueued and delivered 
by a converse-on command. RONA timing is canceled if the call is 
delivered to an agent in another split to which a previous queuing attempt 
was ma de.
The converse-on split is a vector-controlled sp lit, and it could also be an 
auto-available split (AAS). In cases where a converse-on split is involved, 
a call that is processed by the converse-on command remains in vector 
processing. Such a call could also be queued to other sp lits as a result of 
previous vector commands (for example, queue-to main split or 
check-backup split). In a ddition, the caller continues to hear the previous 
feed back from vector processing while the call queues to the converse  
						

							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 Split (AAS) and Vector Controlled Splits feature 
interactions).
IF RONA times out on a call while ringing a converse split agent port, and 
if the call cannot be requeued due to a queue full or all AAS agents 
logged out condition, the call is processed by the next vector step while 
the caller continues to hear the previous vector feedback.
nWait-Answer Supervision Timer—Administrable
The wait-answer supervision timer (WAST) p revents stations on the switch 
from ringing more than 50 seconds. WAST can be turned on or off for the 
system. WAST a p plies to all calls ringing stations except for calls ringing 
at the attendant console or calls for which the DID or CO trunk no answer 
timer a p plies.  On calls to hunt groups (completed directly or via Call 
Vectoring), WAST does not start timing until the call is distributed from the 
queue and rings an agent.  Agent answer cancels the timer.  After WAST 
expires, the call is given intercept treatment.
If a split/direct agent ACD call is ringing an agent in a sp lit with RONA 
active in a system that is equipp e d with wait-answer timing, both timers 
apply to the call.  Whichever timer expires first takes precedence and is 
applied. If the WAST timer expires first, the RONA timer is canceled. If the 
RONA timer exp ires first, the WAST timer is canceled. WAST is reset and 
applied to a RONA-redirected call that rings the redirected call to a 
destination. Also, the WAST timer is reset if RONA fails to redirect the call.
Administration
RONA requires administration for the assignment of the feature to an ACD split, 
the per split don’t answer time out interval, and the notification lamp s.
A field on the “Hunt Group”  form is provided to assign RONA to an ACD split. The 
split must be the ACD type, and it cannot be an adjunct-controlled or AUDIX 
split.  The assignment of RONA to an adjunct-controlled or AUDIX split (or 
vice-versa) is blocked. Also, the ACD sp lit with RONA may have one or more of 
the following split typ e assignments:
— ASAI-Monitored
— Auto-Available (AAS) 
— Skill Hunt Group
— Message Center/Server
— Vector controlled 
						

							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, end 
validation checks that the split is not an adjunct-controlled or AUDIX split. If the 
split is one or the other or both, the form cannot be submitte d, and the cursor is 
placed in the ‘‘Redirect On No Answer’’ field, and the following error message is 
provided: 
Entry must be blank if Controlling Adj not ‘none’ or Message Center 
‘audix’
.
The “Basic Station Administration”  form is used to assign the RONA notification 
lamp feature b utton. This button is administered by using the name noans-alrt 
(that is, no answer alert). The  noans-alrt b utton can be assigned to a feature 
button on any station set, and it is administered on a per sp lit/skill basis. The 
system wide maximum is one button p er split/skill. The auxiliary data for this 
button consists of the desired split/skill numb er. A lit noans-alrt button indicates 
that a RONA timeout has occurred for the split. The sp lit does not need to be 
administered before the noans-alrt button. If the split is administered, RONA 
need not be enabled on the sp lit before the noans-alrt button is administered.
Hardware and Software Requirements
ACD hunt groups are required.  If vector-controlled split applications are 
involved, Call Vectoring and/or Call Prompting is/are required.  RONA exception 
reporting/notification to CMS requires that an R3V2 CMS is assigned and 
operational.
On hybrid, DCP, or BRI multifunction sets, a normal feature b utton lamp is 
assigned as a RONA notification lamp for a split. An activated split RONA 
notification lamp is cleared via o peration of the associated feature button. The 
existing CMS interface is utilized for RONA notification to CMS. VRUs are 
connected to (typically Auto-Available) ACD s plits via (typically analog) line ports 
with manual answering operation. Other a djuncts, such as Home Agent, are 
connected via non-Auto-Available ACD splits with analog lines assigned for 
manual answering operation.