User manual

IVC Card Features and Support
Chapter 13
Whisper Messaging
Integrated Voice Services (IVS) can play audio messages on a destination phone (such as
an ACD agent station) before the switch connects the incoming call. A whisper message
typically provides information about the inbound call.
Table 9 describes the three different types of whisper messages.
Table 9. Whisper Message Types
Whisper Message Type Description Priority
Level
Dialed Number
Identification Service
(DNIS) whisper message
A whisper message for incoming calls
to any destination with a user group that
supports DNIS.
1
Automatic Call Distribution
(ACD) whisper message
A whisper message for incoming calls to
an ACD pilot.
The system plays ACD whisper messages
only for calls to the ACD pilot. It does not
play whisper messages for direct calls to an
agent station.
2
Incoming trunk call
whisper message
A whisper message for incoming calls
from a specific trunk group.
3
The switch plays whisper messages based on the highest priority level applicable to
an incoming call. A DNIS message takes precedence over an ACD pilot message. Both
DNIS and ACD pilot message take precedence over a trunk message.
Table 10 shows the sequence of events for whisper messaging.
Table 10. Whisper Messaging Process
Sequence Event
1
An incoming call arrives at the switch.
2
The destination station rings.
3
Someone answers the destination station.
4
The switch plays an appropriate whisper message to the destination phone
and continues playing ringing to the caller.
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