There is no concept of "RONA" within Cisco E-Mail and Web Interaction Manager. However, you can configure Auto-Pushback to allow the same type of action to take place. Auto-pushback helps you to automatically pull back activities from logged out agents and assign these activities to other available agents.
How this would work is that you would set the Inactive Time Out value to force an agent's session to log out if they are inactive fo ra period of time.
Inactive Time Out (Seconds) - Use this setting to define the time after which a user session is made inactive if the user does not do any activity in the application. Users can activate the session by providing their password. The session is resumed from the point where it was left.
> Type: Partition settings group
> Subtype: Security
> Data type: Integer
> Default value: 1800
> Minimum: 0
> Maximum: -
Now, it's important to mention that this is an activity timeout, not a value that would measure the legth of time that an eMail activity has been in a NEW state within someone's inbox.
The above setting would then be used in conjunction with the following settings;
Service Status for Autopushback - Use this setting to enable the auto-pushback feature for your department. Auto-pushback helps you to automatically pull back activities from logged out agents and assign these activities to other available agents. Pinned activities are not candidates for auto-pushback. Along with this setting, make sure you configure the time duration after which an activity should be considered for pushback and the criteria for activities to be pushed back from the agent's inbox.
=> Type: Department settings group
=> Subtype: Activity pushback
=> Data type: Enumeration
=> Default value: Enabled
=> Value options: Disabled, Enabled
=> Can be reset at lower level: No
Expiry Time for Autopushback (Minutes) -In this setting, define the time duration after which an activity is pulled back from an agent and is sent back to the original queue to be reassigned to another agent.
=> Type: Department settings group, User settings group
=> Subtype: Activity pushback
=> Data type: Integer
=> Default value: 30
=> Minimum value: 0
=> Maximum value: -
Activity Type for Autopushback - In this setting, determines the criteria for automatically pulling back activities from the agent's inbox.
=> Type: Department settings group, User settings group
=> Subtype: Activity pushback
=> Data type: Enumeration
=> Default value: New activities only
=> Value options:
=> None: No activities will be pushed back to the queues.
=> New activities only: Only activities with substatus "New" will be pushed back to the queues.
=> Both new and incomplete activities: All the activities will be pushed back to the queues.
=> Can be reset at lower level: Yes
It's not exactly the same as RONA whereas it won't push email activities based on how long they have been in the "NEW" status, however if the agent has not updated any activity or performed any action in their UI within a particular length of time they will be logged out. And therefore the AutoPushBack parameters would come into play.
One additional note would be that if you intend to use the AutoPushBack feature you would need to verify vis the System Console that the Activity Pushback (auto-pushback-process & auto-pushback-instance) are started and RUNNING.
All the above parameters can be found within the following guide.
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/cisco_interaction_manager/cim_43/user/guide/cisco_im431_cce_userguide_administration.pdf
Hope this answers your question.
Kim
