Ring on no Answer

Reroute On No Answer Behavior (RONA)

The Reroute On No Answer (RONA) settings and the relevant reporting differ between the voice and media services (action item and chat).

RONA for CRMConnectorSAP (voice)

For CRMConnectorSAP RONA-settings are configured on CCE/CCH via the ICM Agent Desk Settings.

RONA for MediaManager and ChatConnector (action item and chat)

For MediaManager and ChatConnector the RONA-settings must be configured in CRMConnectorSAP. This is achieved with the following configuration settings:

MediaChatRonaTimeout
MediaMailRonaTimeout
MediaDefaultRonaTimeout
RouteRonaTryCount

Please refer to the CRMConnectorSAP configuration keys for detailed descriptions of the mentioned parameters above.

Attention

The RONA_TIMEOUT setting in the MediaManager's configuation-file (MediaManager_SAP1.ini) must exist and it must be set to 0. CCE/CCH reporting does not list action item and chat RONA.