Customizing Hunt Group Queue Greetings And Actions; Example Call Flow Using $Pos - Avaya IP Office Voicemail Pro Installation And Maintenance Manual

Customizing Hunt Group Queue Greetings and Actions

With Voicemail Pro, the greetings and actions provided to a caller held in a group's queue can be
customized using the Queued and Still Queued start points for that group.

The Queued start point replaces the default "You are in a queue" greeting.

The Still Queued start point replaces the default "You are still in a queue" greeting.
It is important to note that unconnected results in Queued and Still Queued call flows will return the
caller to the queue rather than disconnect them. An attempt to return the caller using a Transfer or
similar action places the caller at the back of the queue as a new call.
For more information, see Changing the Queued and Still Queued Greetings and Customizing a Hunt
Group Call Flow.

Example Call Flow Using $POS

The screen below shows an example of a queued call flow that uses a condition to test the value of
$POS for the queued caller.

When the caller is in queue positions 1 to 4, they are passed to a Queue Position action and
hear their queue position before returning to the queue.

When the caller is in queue position 5, they are asked to leave a message.

Instead of using a Leave Mail action, the caller could be taken through a Voice Question or
Campaign action to collect required information and the caller's responses could be saved as a
message.
Voicemail Pro Installation and Maintenance Guide
IP Office
Voicemail for Hunt Groups
15-601063 Issue 15b (31 May 2006)
Page 177