Cisco Cisco Unified Contact Center Enterprise 9.0(1) Guia Do Utilizador
C H A P T E R
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Redirection on No Answer
This chapter provides information about Redirection on No Answer (RONA).
You can use two methods to manage calls that are delivered to agents who do not answer calls. Both methods
can report on the number of times an agent does not answer a call. These methods are called Redirection on
No Answer (RONA) and Requery. The RONA feature ensures that if an agent does not answer a call within
a configurable amount of time, the call is assigned to a different skill group or agent. The original agent is
made Not Ready with a reason code of 32767 so that additional calls are not routed to that agent.
can report on the number of times an agent does not answer a call. These methods are called Redirection on
No Answer (RONA) and Requery. The RONA feature ensures that if an agent does not answer a call within
a configurable amount of time, the call is assigned to a different skill group or agent. The original agent is
made Not Ready with a reason code of 32767 so that additional calls are not routed to that agent.
For agent reporting, you can see how many calls experienced RONA through the Redirect No Answer report
field in agent and skill group reports. A high number of RONA calls for an agent might indicate that the
agent is not responding quickly enough to incoming calls. If multiple agents have a high number of reroute
on RONA, it might indicate that the Ring No Answer time is too low.
field in agent and skill group reports. A high number of RONA calls for an agent might indicate that the
agent is not responding quickly enough to incoming calls. If multiple agents have a high number of reroute
on RONA, it might indicate that the Ring No Answer time is too low.
For Call Type reporting, the Calls RONA database field is updated for the call type when a call redirects on
no answer. In Call Type reports, these calls are grouped into the “Other” category.
no answer. In Call Type reports, these calls are grouped into the “Other” category.
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Best practices for RONA
Follow these guidelines to obtain accurate and useful data from Redirection on No Answer situations:
• Within the routing script, plan to enable the Target Requery option in the routing script. Target Requery
is available from the Queue, Queue to Agent, Label, Select, and RouteSelect nodes.
• Decide and configure how long a call is to ring before being redirected to a new agent or skill group.
When deciding this, consider how RONA calls are to affect the Service Level. If you want RONA calls
to adversely affect the Service Level, the amount of time the call is allowed to ring before being redirected
must be above the Service Level threshold time.
to adversely affect the Service Level, the amount of time the call is allowed to ring before being redirected
must be above the Service Level threshold time.
• Decide and configure the number to dial to redirect calls that are not answered by agents within the ring
no answer time. You configure the ring no answer dialed number in the Agent Desk Settings tool in
Configuration Manager.
Configuration Manager.
Reporting Guide for Cisco Unified Intelligent Contact Management and Unified Contact Center Enterprise & Hosted
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