Administrator's Guide

Features and technical reference
555-233-5061464 Issue 5 October 2002
Announcements
You can record announcements for people to hear when they call in to your office.
For example, you can let callers know that their call cannot be completed as
dialed, that their call is in queue, or that all the lines are busy.
Announcements can be integrated or external. Integrated announcements reside
on a circuit pack in the switch carrier. Your system can store multiple
announcements on each circuit pack up to the system capacity.
For MultiVantage software release R11 or later, multiple telephone sessions are
allowed, with one session associated with each active integrated announcement
circuit pack.
External announcements are stored and played back from adjunct equipment. For
more information on external announcements, see Avaya MultiVantage™ Call
Center Software Guide to ACD Call Centers.
Any announcement stored on a circuit pack can play through any port on the
circuit pack. Any announcement (not administered for “barge-in”) can play
simultaneously through multiple ports. All ports can play the same announcement
at the same time, and the system can connect multiple users to each of these
announcements.
Three types of announcements are:
■ delay announcement — explains the reason for the delay and encourages
caller to wait
■ forced announcement — explains an emergency or service problem. Use
when you anticipate a large number of calls about a specific issue.
■ information announcement — gives the caller instructions on how to
proceed, information about the number called, or information that the caller
wants
TN2501AP announcements
The TN2501AP is an integrated announcement circuit pack that allows you to
store and manage announcements over a Local Area Network (LAN). For this
reason, it is sometimes referred to as the Voice Announcements over the LAN
(VAL) circuit pack.
The TN2501AP can make use of a separate announcement management tool, VAL
Manager. VAL Manager provides a PC interface from which you can add, change,
delete, save, and restore announcements. For more information, see ‘‘VA L
Manager’’ on page 466.