Types Of Voice Services Treatments - Nortel Express User Manual

March 2005

Types of Voice Services treatments

Introduction
This section describes the four different types of Voice Services treatments:
transfer to a DN
!
comfort message
!
prompt/collect digits
!
voice menu
!
Transfer to a DN
The transfer to a DN Voice Services treatment transfers the call to a preselected
DN.
Comfort message
The comfort message Voice Services treatments are the announcements that play
to callers while they wait for an agent. These announcements assure the callers
that they are still in the queue and that their calls will be attended to as soon as
possible.
Example
"Thank you for calling the University of XYZ. All operators are busy. We
apologize for the delay in handling your call. An operator will be with you
shortly."
Prompt/collect digits
Note: This is a Symposium Express Call Center keycode-enabled feature. To
use this feature, you must have Symposium TAPI Service Provider and
Symposium Agent installed, or another agent software that is compatible with
Symposium TAPI Service Provider.
Call Center Management Guide
Configuring Voice Services
95