Nortel Express User Manual page 153

March 2005
Notes:
a. The option to play a Wait announcement enables you to inform the
b. The option to play an out-of-hours announcement is available if you
c. The option to play an in-hours busy announcement is available if you
18 Select whether you want callers to hear a ringback tone or music between
announcements. If you choose Music, then select the music route.
19 Indicate how often to play announcements.
20 Click Finish. To make changes, click Back.
Result: Once you click Finish, the new setting takes effect immediately for
all of the new calls entering the call center. Calls that are already in the
queue receive the previously specified treatments.
Call Center Management Guide
caller of the amount of time he or she can expect to wait before the call
is answered, and the position his or her call occupies in the queue.
These options (Expected Wait Time and Position in Queue) are
keycoded options. Expected Wait Time and Position in Queue can only
be played once for each call.
select Play an out of hours announcement in step 7.
select Play an unable to handle call announcement in the Overflow
Configuration window in step 11d. This announcement plays after the
second overflow treatment. It also plays if the global ceiling threshold or
busy ceiling for a CDN, CLID, or DNIS is reached or exceeded. (For
ceilings only, after the announcement has been played, the call is
disconnected. Calls transferred in from a front-ending system, or
transferred in by normal transfer operations, do not receive ringback
and are charged.)
Configuring call treatments and call routing
153