Avaya Communication Manager Administrator's Manual page 1569

Announcements
You can record and assign one delay announcement to each hunt-group queue. An announcement can be
shared among hunt groups. Normally, the announcement should tell the caller to wait and say the call will
be answered in the order in which it was received.
A call that connects to a delay announcement remains in queue while the announcement plays. If the call
has not been answered by the time the announcement completes, the caller hears music (if provided) or
silence. When the call begins ringing a member of the hunt group, the caller hears ringing.
Delay announcement interval
You also define for each hunt group a delay announcement interval. When a call enters the queue, the
interval starts. This interval (0 to 99 seconds) indicates how long a call remains in queue before the call
connects to a recorded announcement. If Call Coverage is provided, the Don't Answer interval (one to 99
ringing cycles) may also begin when the call enters the queue. After these intervals begin, one of the
following occurs:
•
If the Don't Answer interval expires before the delay announcement interval expires, the call
redirects to coverage.
•
If no coverage point is available to handle the call, the call remains in queue and may connect to
the delay announcement.
•
If the delay announcement interval expires before the Don't Answer interval, the call connects to a
delay announcement. If the announcement is already in use, the delay announcement interval is
reset.
This process continues until the call is answered, goes to coverage, connects to an announcement, or ends
because the caller hangs up.
If you set the delay announcement interval to 0 seconds, a call automatically connects to the
announcement. The result is a "forced first announcement." In this case, the call does not connect to a
hunt-group member until after the announcement. The caller does not hear music.
If a call redirects to another hunt group via Call Coverage, the caller does not hear either hunt group's
forced first announcement. However, the caller may hear the first or second announcement of the
covering hunt group.
Analog, aux-trunk, or integrated announcements
Delay announcements may be analog, aux-trunk, or integrated (digital). For an analog or aux-trunk
announcement, callers who enter the queue hear the associated announcement the next time the system
plays it. Callers who enter the queue after the announcement begins do not hear it until it starts again. For
an integrated announcement, multiple callers can be connected to the same announcement at different
times, depending on the availability of ports. See
information.
Example
Assume that a hunt group has the following parameters.
•
Queue length is 10 calls.
•
Queue warning level is 5 calls.
•
Recorded announcement delay is 20 seconds.
Administrator's Guide for Avaya Communication Manager
November 2003
Recording Announcements
Feature Reference
Hunt groups
on page 376 for more
1569