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Offline Silent

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RONA for Chat Interactions
« on: March 16, 2010, 12:07:43 AM »
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Hello All,

How we do RONA for chat interactions? Is it same way we doing it for voice calls i.e. loading RONA strategy on station and invoked it on ringing. I was going thru the URS Reference Manual 7.6, but didn't find anything.


Thank you
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Offline René

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Re: RONA for Chat Interactions
« Reply #1 on: March 16, 2010, 08:16:49 AM »
Hi,

RONA for multimedia (incl. chat) interactions is supported by Interaction Server. If an agent doesn't accept offered interaction within specified time (option "delivering-timeout" in Interaction Server Options) the interaction is returned back to Interaction Queue from which it was taken by URS.

R.

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