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.
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. → Also see User States. |
| RONA Reset Time |
RONA Reset Time (must to be specified)
RONA reset conditionsAn already active RONA state can be reset as follows:
|
GOOD TO KNOW
💡RONA is not retroactive: Changing either “Persistent RONA” or “RONA Reset time” in your service settings will have no impact on already set RONA states on users.
💡RONA tasks are returned to Queue: 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 in Broadcast Type Workflow Queues: 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 simultaneously when a call doesn't reach them.
💡RONA is directly affected by the “RONA Timeout (Max. Ring Time)” configured in Workflow Activities, such as Queue, Queue Task and Transfer (to user). For example, a low ring timeout may not give users enough headroom to react to an incoming call before the RONA flag is set.
💡RONA is also tracked in the Nimbus Reporting Model, and can be evaluated via Power BI OData interface.