Avaya 9608 User Manual page 28

Setting Up and Using Recorded Agent Greetings
Table 3: Greeting Types and Match Criteria
Greeting Type
Manual
Auto answer
(default)
VDN
ANI
Prompted Digits Used in call centers with automatic
28 9608/9611G and 9621/9641G H.323 Deskphone Call Center User Guide
Description
Agent must select the Greetings softkey
to play the message for each incoming
call.
The greeting plays automatically for an
incoming call or automatically for any
incoming call that does not fully match
other options.
Vector Directory Number. Call vectors are
commands that route incoming calls to
the call center and determine how these
calls are processed. The VDN permits
each call to be treated uniquely according
to a number of factors, including the
number the caller dials, the number the
caller calls from, the number of calls in
queue, and the time of day and/or day of
the week.
Automatic Number Identification. This
type makes vector routing decisions
based on the caller identity and the
number of the originating line.
recordings for that "prompt" the caller to
enter "digits" to reach a specific area of
assistance in the call center. For example,
Comments? infodev@avaya.com
Match Criteria Options
None
Play for all incoming calls
(default) or play for incoming
calls when agent status is
Available.
Anywhere (default) — the
data matches any set of
characters in the incoming
call-associated display
message; On left — the data
matches the characters on
the left end of the incoming
call-associated display
message; On right — the
data matches the characters
on the right end of the
incoming call-associated
display message; Exact
match — the data matches
exactly the entire incoming
call-associated display
message .
Anywhere (default) — the
data matches any set of
characters in the incoming
call-associated display
message; On left — the data
matches the characters on
the left end of the incoming
call-associated display
message; On right — the
data matches the characters
on the right end of the
incoming call-associated
display message; Exact
match —the data matches
exactly the entire incoming
call-associated display
message.
Anywhere (default) — the
data matches any set of
characters in the incoming
call-associated display
May 2011