Modify RONA parameter on e-mails

[Toni]

Hi everybody!

Does anybody know how to change the RONA parameter for e-mail interactions?

In our site, we have configured a RONA (Ready on not answer) strategy for each extension, but it does not apply for e-mails. It is something that we have to modify in that RONA strategy on the extensions, or is something different?

I would like to set a RONA time bigger than for voice calls, and if possible, if a mail hasn't been opened during the day, it could be moved to a supervisors workbin or other mail account?

Thanks a lot!!

[René]

Hi Toni,

There are two options of Interaction Server related to RONA:

- "delivering-timeout" - timeout in seconds before the email is returned to original queue
- "not-ready-on-invitation-timeout" - specifies if Interaction Server makes an agent automatically Not Ready when delivering-timeout occurs.

Cheers,
René

[Toni]

Hi René,

It should be possible to apply different RONA times for different media interactions?

I mean, we have an fax service that converts it to an e-mail and goes to a specificaly mail account. Could we apply a different RONA just for those interactions?

Thanks a lot!

Toni

[René]

Hi Toni,

Yes, it's possible but not supported by Interaction Server. You have to "move" this job to your agent's application.

Example: RONA for emails 30s, RONA for faxes 2 minutes
- option "delivering-timeout" is set to a value higher then 120 seconds (2 minutes)
- code of your agent's application is modified to start a timer when a new interaction arrives. If the interaction is an email/fax and an agent doesn't accept the interaction within the limit (30 or 120 seconds) then the application sends RequestReject (=interaction is returned to the original queue) and makes the agent Not Ready.

Cheers,
René

[SorinM]

Hello,

Can everybody tell me where can i change the time interval the calls stay on RONA until they are hung up?

Thanks!

[René]

Hi,

What switch do you have?

R.

[SorinM]

We have Alcatel4400.

[cavagnaro]

What is RONA (ready on not answer)?   

[SorinM]

As i know it is "route on now answer". In a few words, it waiting queue for the calls which cannot be transferred to an agent because there is no agent available. The call stays in this queue until one of the agents gets free. This is what is in our solution.

[cavagnaro]

Oh ok, the waiting queue in your ACD.
To configure it in Alcatel you need to create a RSI object (mgr/applications/ccd/RSI) and then register this in your CME, after this load a strategy in IRD where you chose in the target your agent group.

[SorinM]

Ok. We have all application in place. We have RSI and strategies loaded. I want to modify this parameter which is already set by the integrator ad i don't know where from.
From my last informations it is a parameter on Alcatel.