What is RONA?

Owned by Allen Sproul
Last updated: Apr 05, 2024
2 min read

What does RONA mean?

Redirect on No Answer.

This happens when Webex Contact Center offers the call to an agent – agent fails to answer the call, or the call does not reach agent’s phone device.

 

What happens to the call when an agent RONA’s or goes into a not responding state?

Webex Contact Center returns the call to the queue and re-routes it to another agent or skill group.

Important to remember that a RONA does not drop the call. Even though the agent failed to answer, the caller will be placed back into the queue and be routed to the next available agent.

 

Types of RONA

  1. Expiry of RONA timer (RONA after ringing event)

    1. This is a legitimate RONA when an agent is offered a call, the agent endpoint rings for the allotted RONA timer, and the agent does not answer the call

image-20240405-143251.png
RONA Timer Expiration

  1. Call failure from Webex Contact Center towards agent’s phone device (Immediate RONA)

    1. This type of RONA is typically associated with a computer, Internet, or phone issue, as the call is presented to the agent and immediately fails, placing the agent into a Not Responding state.

image-20240405-143339.png
RONA due to failure to connect to agent endpoint

 

 

 

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