Recorded Announcement Device - Tadiran Telecom Emerald ICE Installation & Maintenance Manual

Recorded Announcement Device

5.13
Description
Recorded Announcement Devices (RADs) are third‐party ancillary analog message
devices connected to specially programmed analog ports for the purpose of
playing announcements while callers wait for their call to be answered.
This call scenario is part of the Unified Call Distribution (UCD) Group call
distribution process.
A typical RAD message is, "Please continue to hold. Your call will be handled in the
order in which it was received."
The significant advantage of these announcements is the software control of callers
waiting in queue for a UCD Agent to become available. A caller can be played
messages to assure them that they are still in queue and not forgotten while the
system maintains the queue priority.
The Emerald ICE enhances this function significantly through the use of integrated
RAD messages as part of the voice mail implementation. Whenever the optional
Emerald ICE HD Voice Mail is installed into the system platform, RAD
announcement space is allocated for each of the UCD Group Overflow and
Re‐route Destinations. This significantly reduces the cost and complexity of
applying this function to UCD operation.
When analog RAD devices are used, multiple queued callers will stack in queue
for message playback.
When the analog port is available to handle another call the next call in RAD
queue hears the recorded message.
When multiple analog RAD devices are required to handle high call traffic, these
RAD devices (with the same recording) can be placed into a UCD Group set for
Attribute "V.A." When this is done, the Overflow Destinations and Reroute
Destinations are programmed for that UCD Group number, (not the individual
analog port numbers connected to the RAD devices.
UCD queued callers who are routed to Overflow Destination – RAD devices
remain in UCD queue. When a UCD Agent answers the queued – ringing call, the
call is removed from UCD queue and connected to the UCD Agent.
If a UCD queued caller is listening to a RAD message when the Agent answers the
UCD call, that call is diverted immediately to the UCD Agent and the RAD device
port is released.
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Emerald ICE Installation, Programming & Maintenance Manual