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ACD contact center features
Considerations
Because callers are kept waiting while a VOA plays, messages should be kept very brief
— no more than 1.5 seconds in length. Agents should use a speakerphone or headset,
so they do not miss the VOA while they are picking up the handset. If agents cannot use
a speakerphone or headset, administer phones with a VOA Repeat button.
If you have multiple announcement boards, you should place shorter VOAs on one
board and longer recorded announcements on the other to avoid delaying delivery of
VOAs. If you have only one announcement board, place VOAs on the integrated board
and consider installing an auxiliary announcement device for longer announcements.
Agents must be on the same communication server as the VOA.
A VOA can be assigned to multiple VDNs, but a VDN can have only one VOA.
If you use the TN750 circuit board for integrated announcements, the system maintains
a separate logical queue for VOAs. If the VOA cannot be delivered to the agent within 1
second because of traffic or inoperative equipment, the system does not provide the
announcement. VOAs are higher priority than other announcements on the TN750. A
burst of VOAs can delay other announcements. Therefore, record non-VDN of Origin
Announcements as auxiliary or analog.
Auxiliary announcements are connected for a duration of 1 to 2 seconds on a barge-in
basis, immediately after the agent answers (or is assigned the call for auto-answer) and
the incoming call is extended to the agent. Integrated and non-barge-in auxiliary
announcements are connected for the duration of the announcement. The
communication server does not ensure that the integrated announcement is shorter
than the allowed playback time.
VOA supports Auxiliary Trunks (aux-trunk) with barge-in, queue, or without queue. For
aux-trunk with or without queue, when the trunk is idle, a VDN call seizes the trunk to
start the VOA and the system plays the entire announcement (not just 1 to 2 seconds).
However, if the announcement is busy and if aux-trunk has barge-in, the call does not
queue but bridges onto the announcement for 1 to 2 seconds. When the VOA
completes, the trunk is released along with the listeners, and the next call requiring the
VOA starts the process over again. For this reason, your aux-trunk announcements
should consist of one short announcement that repeats during the full announcement
time. For example, you might want to record "New Order" as many times as possible, so
that when a call bridges to the announcement, the agent hears "New Order" no matter
where the agent bridges into the announcement.
If you use aux-trunk or integrated announcement without queue and a port is busy when
a VDN call comes in, the system cannot play an announcement. If you use aux-trunk or
integrated announcement with queue, the system plays the current announcement for
an agent and then connects the next agent in the queue.
258 Communication Manager Guide to ACD Call Centers
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