Today we will look at a topic that my students, attending Cisco Unified Contact Center Express (UCCX) courses, is often interested in. We will talk about how to handle a call that has already been sent to the operator, but the operator did not answer it for any reason. This often happens, for example, when the operator leaves his desk and does not put his Agent Desktop in the Not Ready state. In this case, another call may come to his Agent Desktop, but since the operator does not answer, his Agent Desktop switches to the Not Ready state after the no-response timeout, and the call itself must be returned back to the queue. This scenario is called Redirect on No Answer or RONA.
