Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Xavier on November 24, 2009, 04:16:13 PM

Title: Agent Ready but not answer the Call
Post by: Xavier on November 24, 2009, 04:16:13 PM

If a call is Routed to an agent's DN that shows as Logged in and Ready, but the agent does not RequestAnswerCall, is there a way to have the call properly handled or sent to another DN?

I work with Genesys 7.0 solution and switch Avaya

Title: Re: Agent Ready but not answer the Call
Post by: Fra on November 24, 2009, 04:37:21 PM

The Avaya RONA functionality is going to be your friend.

F

Title: Re: Agent Ready but not answer the Call
Post by: Xavier on November 25, 2009, 10:54:04 AM

Thanks for your reply Fra.

Now, I have another problem, the Avaya RONA functionality is OK with a default call, but not with a direct agent call.

If a call is routed with direct agent mode without answer from the agent, the Avaya RONA functionality change the agent state to After Call Work, but the call is always connected to the agent and not sent to another DN.

Do you have a solution about this problem?

Title: Re: Agent Ready but not answer the Call
Post by: Fra on November 25, 2009, 01:14:46 PM

So, I guess that the Tserver option 'route-thru-queue' option has been set to 'true', otherwise RONA wouldn't work at all. What you need to check is whether the direct agent calling has been set in the COR of both the agent extension and the VDN where the call comes from. Also, don't forget to create - and verify that they can be monitored - all the ACD Queues (the Avaya hunt groups) the agent logs into.

Title: Re: Agent Ready but not answer the Call
Post by: Xavier on November 30, 2009, 10:34:48 AM

Thank you again Fra.

The problem is resolved.

To resume, I had not noticed that the configuration of Avaya RONA functionality for default calls and direct calls is not the same. I correct the configuration of RONA for direct calls and it works.

Title: Re: Agent Ready but not answer the Call
Post by: GenesysNewbie on December 05, 2009, 04:13:48 PM

Hi guyz so sorry ....

Can u explain what is RONA?

Title: Re: Agent Ready but not answer the Call
Post by: Javed on December 08, 2009, 07:43:54 AM

RING ON NO ANSWER

Title: Re: Agent Ready but not answer the Call
Post by: Fra on December 08, 2009, 09:08:15 AM

Redirect On No Answer. It's an Avaya switch feature that enables call transfer when an agent extension rings out with no answer.

F

Title: Re: Agent Ready but not answer the Call
Post by: yolyoly on November 03, 2014, 12:44:31 PM

What if the switch is Alcatel? Is there RONA? No meeting information.

Title: Re: Agent Ready but not answer the Call
Post by: cavagnaro on November 03, 2014, 01:39:20 PM

Hi,
As told you on the ALU forum, check TServer guide for Agent no Answer options.

Title: Re: Agent Ready but not answer the Call
Post by: blakshmikanth on November 03, 2014, 04:06:39 PM

Hi,

In Genesys, you can achieve this functionality by using URS.

* Configure agent extension 'event_arrive' option to 'ringing' so that it can be monitored by URS
* In strategy, use function 'SuspendForEvent' and select TEvent 'EventEstablished' with your timeout value
* If the call is not answered, then you can set agent into 'NotReady' by using 'SendRequest' function

Refer URS deployment guide -Chapter 3 - Miscellaneous functions - SendRequest for more information.

Regards,
Lucky
www.lakshmikanth.com

Title: Re: Agent Ready but not answer the Call
Post by: cavagnaro on November 03, 2014, 04:20:21 PM

Alcatel doesn't support that blakshmikanth

Title: Re: Agent Ready but not answer the Call
Post by: blakshmikanth on November 03, 2014, 04:54:05 PM

:'(

Thanks for correcting me.

Regards,
Lucky

Title: Re: Agent Ready but not answer the Call
Post by: cavagnaro on November 03, 2014, 05:46:03 PM

Meee thanks for giving ideas :D
I wish ALU supported that, would be much more flexible  ;D