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Call Scenarios and Applications
Issue 7 March 1998
A-53
Direct-Agent Call with RONA
This scenario presents the call flow for an incoming ISDN PRI call to VDN 8905
that gets routed, via direct-agent call, to extension 1234. The call is not answered
by the agent at extension 1234 before the RONA timer expires (see Figure A-13).
Because this is a direct-agent call, RONA will redirect the call to the agent’s
coverage path. Furthermore, the agent’s extension will be placed in the AUX-work
mode so that no more ACD calls will be delivered to the agent’s extension.
If the incoming call was sent to an Auto-Available Split (AAS) and the agent (or
port) selected did not answer before the RONA timer expired, the call would have
been redirected back to the split (and queued at the highest priority) for
distribution.
Note that an Agent Status Value Query on Extension 1234 was done by the
adjunct processor prior to selecting that agent to receive the call. At that point in
time, extension 1234 was in the Auto-In mode and in the idle talk state. A second
agent status Value Query was done after the call was redirected away from
extension 1234. This time extension 1234 is in the AUX-work mode and in the idle
talk state.
Extension 1234 has Domain Control active over CRV 102. VDN 8905 has Event
Notification active over CRV 96 and VDN 9876 is not monitored. Extension 1234
is logged into ACD split 1200.