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Old 04-18-2017, 11:24 AM
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marzahn marzahn is offline
Join Date: May 2014
Location: Among the trees in Western RI
Posts: 236
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Solution Delivered Route on No Answer (RONA)

I never asked anyone what happens to a caller when RONA is not in use. Certainly, in my mind, nothing good. I always include RONA in all my queues.

The RONA feature is intended to protect the caller who does not receive a timely answer. I normally set all my queues at Medium priority. And I set my RONA vectors to route the caller back into the queue at a High priority so they are first in line for the next agent. The function works like this:
  1. Caller in queue
  2. Caller is routed to an available agent.
  3. The agent does not pick up the call within the allotted time.
  4. RONA is enforced and the caller is routed to another agent or a queue at a high priority.
  5. The system itself makes the agent unavailable.

Make sense?
Thank you,
Bill Marzahn
Telecommunications Administrator
Neighborhood Health Plan of Rhode Island
299 Promenade Street
Providence, RI 02908-5720
401-459-6677 (Direct "Find-me" Line)
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