User`s guide

13(16)
Datum/Date Rev
Dokumentnr/DocumentnrUppgjord/Prepared
Dokansv/Godkänd - Doc respons/Approved Kontr/Checked Tillhör/Referens-File/Reference
99-07-15 G
105/155 34-ASB 150 02 Uen
FACILITY DESCRIPTION
Faktaansvarig - Subject responsible
ACD-VOICE ANSWER
Definition
Voice message before answering is a recorded
information (on trunk level) supplied to the external
caller. See FACILITY DESCRIPTION (523/155 34-
ASB 150 02 Uen) VOICE MESSAGE BEFORE
ANSWERING.
Voice answer denotes a recorded voice message (on
ACD-group level) supplied to a caller, if the call cannot
be presented to a free agent directly.
Additionally an individual greeting (on agent level) can
be supplied to a caller just before the agent is connect-
ed to the call.
The concept of voice answer also embraces the possi-
bility, when the agent answers a presented call, to play
a prerecorded greetings message.
Use
Voice message to callers in queue
By connecting a voice memory board (VMU-D, VMU-
HD or MFU), the caller can receive a voice message
when routed in a queue.
Voice messages can be supplied in different combina-
tions:
• Only the first voice message with or without
waiting time or queue position
• First and second voice messages with or without
waiting time or queue position
Waiting time means that the system calculates a
probable waiting time on the basis of the latest eight
presented calls.
Queue position means that the system informs the
caller of how many calls are ahead of her/him in the
queue.
Calls that remain unanswered within a programmable
time, are connected to a new voice message which
states that the call is still in the queue. This message is
repeated until the call is presented to a free agent.
Music or information can be supplied between every
voice message.
Voice message per ACD-group on agent answer
When an agent answers a presented call, a third voice
message can be supplied and it is common for an
ACD-group.
Individual greeting per agent
To the call routed to an agent’s extension it is possible
to send the individual greeting of that agent just before
he is connected to the call.
It is also possible to program individual greeting per
agent and automatic answer.
Queue tone
As an alternative to voice message, the caller can be
supplied with a special queue tone, when the call is
queued.
Operation
None.
Capacity
The feature “Individual greeting per agent” is possible
only with VMU-HD or MFU board because of the 255
voice references that need to be recorded.
Limitations
All voice messages need to be recorded on one
VMU-D /-HD or MFU board.