🔍Contact Center Service Type feature. RONA (Redirect On No Answer) is a "not selectable / available" User State for all type of services. A Nimbus user in MS Teams is given RONA status if they ignore a service call or do not answer it within a set period of time seconds.
💡 The RONA status ensures that the call doesn't get lost and is instead redirected back to the queue (or handled otherwise via the Workflow). RONA is also tracked in the Nimbus Reporting Model, and can be evaluated via Power BI OData interface.
🔍 This status does not apply when the Distribution Type in your Queue Workflow Activity is set to "Broadcast", as it would otherwise flag entire batches of users with RONA status when a call doesn't reach them.
You can configure RONA as follows:
| Element | Description |
|
Persistent RONA (toggle, default: disabled) |
Adds a persistent RONA state to any Contact Center licensed users of that service when they fullfill either of the following criteria:
🔍While in RONA status the user is considered as "Not selectable / Available" by Nimbus and will not receive further call invitations. → See note below. |
| RONA Reset Time |
RONA Reset Time (must to be specified)
|
RONA RESET CONDITIONS An already active RONA state can be reset as follows:
💡 Changing the persistent RONA flag to false or changing the reset time will not have an impact on already set RONA states.
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