NEC univerge sv8100 Installation Manual page 97

UNIVERGE SV8100
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Music on Hold for Queued Callers
The system will optionally play ringback tone or Music on Hold to callers waiting in an
ACD Group's queue. The source for the Music on Hold can be internally synthesized
or an external customer-provided source. The external source connects to an ACI
port. Refer to the Hardware Manual for more on connecting external music sources.
Refer to the Features and Specifications Manual for details on setting up Music on
Hold.
ACD Installation Manual
message from an In-Mail, or the standard voice prompt, "Please hold on, all
lines are busy. Your call will be answered when a line becomes free."
When the PGD (2) is providing the 1st Announcement it will continue to play
until the call is answered, abandoned or timer in 41-10-04 expires and Starts to
play the 2nd Announcement. The 2nd Announcement will continue to play until
the call is answered, abandoned or timer in 41-10-05 expires and drops the call
The messages will not start from the beginning because it is on a constant loop.
No Overflow with 2nd Announcement Only (Mode 8)
A call waits in queue for an available agent, but the caller periodically hears the
2nd Announcement message. This message can be a VRS message, a
message from a PGD (2) port, message from an In-Mail, or the standard voice
prompt, "Please hold on, all lines are busy. Your call will be answered when a
line becomes free." In either case, the message repeats after a programmed
interval.
When the PGD (2) is providing the 2nd Announcement it will continue to play
until the call is answered, abandoned or timer in 41-10-05 expires and drops the
call. This message will not start from the beginning because it is on a constant
loop.
Overflow with 2nd Announcement Only (Mode 9)
If all agents are unavailable, a call to the ACD Group will overflow (i.e., reroute)
to another ACD Group, offsite via a speed dial bin, Ring Group, or the Voice
Mail after a programmed interval. In addition, the caller periodically hears the
2nd Announcement message. This message can be a VRS message, a
message from a PGD (2) port, message from an In-Mail, or the standard voice
prompt, "Please hold on, all lines are busy. Your call will be answered when a
line becomes free." In either case, if the overflow destination is another ACD
Group the message repeats after a programmed interval.
When the PGD (2) is providing the 2nd Announcement it will continue to play
until the call is answered, abandoned or timer in 41-10-05 expires and drops the
call. This message will not start from the beginning because it is on a constant
loop.
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