Nortel Express User Manual page 162

Configuring call treatments and call routing
Types of announcements
You can configure Symposium Express Call Center to play the following types
of announcements:
An initial greeting. This plays when the call first enters the system.
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A wait announcement. This announcement plays when the call has been in
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the queue for a specified amount of time. You can use the Expected Wait
Time and Position in Queue features to decide the type of announcement
that plays here.
A second wait announcement. If the call has still not been answered by an
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agent after a specified amount of time, then the caller hears a second wait
announcement.
An out of hours announcement. This announcement tells callers that the
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call center is closed.
A busy announcement. This announcement plays after the second overflow
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if you select Play an unable to handle calls announcement in the Treatment
Overflow Configuration dialog box. It also plays, for calls transferred in to
the call center (manually, with a transfer call treatment, or by an IVR
system), if the call ceiling (either the global call ceiling or the call ceiling
for a CDN, CLID, or DNIS) is reached or exceeded. (For ceilings only,
after the announcement has been played, the call is disconnected. The caller
is charged for this call as a result of the front-ending system.)
Note: If this announcement plays as a result of the call ceiling, the call is
disconnected after the announcement. The caller is charged for this call as a
result of the front-ending system.
An emergency announcement. This announcement plays when the call
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center administrator presses Stop in the Administration window, or when
there are no agents available to take calls during business hours.
You configure the types of announcements to play when you create call
treatments.
162
Standard 2.0
Symposium Express Call Center