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VDN of Origin Announcement (Category A only)
Issue 1.0 May 2003 257
Detailed description
The agent cannot hear the caller while the VOA message is playing. The caller is not
connected to the agent until after the message completes and cannot hear the message or
the agent during the message. The caller hears ringback while the agent is listening to the
VOA.
Agents logged in at multiline telephones see the call-appearance button for an incoming
call flash until after the VOA completes. An agent can press the flashing call-appearance
button to stop the VOA.
To repeat the VOA, an agent presses the VOA Repeat button. The VOA Repeat button
lamp lights during the VOA. The VOA Repeat button lamp remains lit if the repeat request
is queued. If an agent presses the VOA Repeat button while the lamp is lit, the VOA is
stopped. If an agent presses the VOA Repeat button but there is no VOA or the system
cannot play the VOA within three seconds, the lamp flutters.
You assign VOAs for each VDN. However, the VOA applies to a COR, so you must
administer a COR for agents who will receive VOAs.
You can set up VOAs in four ways:
●
Agents can hear a unique announcement based on the dialed number identification
service (DNIS) received from the service office or carrier communication server. Assign
each DNIS as the VDN of a vector. Set up the VOA to announce the services associated
with the DNIS.
Note:
Note:
The announcement associated with the current VDN only plays if the VDN
Override for the previous VDN is set to y. If VDN Override for the previous
VDN is set to n, the VOA associated with that VDN plays.
●
Use vector steps, an integrated prompting, or
converse-on
step to route calls to a
VDN. Set up the VOA to announce the service the caller requested or to announce a
condition that caused the call to
route-to
the VDN.
●
You can route calls to a voice response system, directly or through a vector. Use voice
prompting to direct the caller to enter a touchtone response, and route the call to a
specific VDN based on the caller’s response. Set up the VOA to indicate the service the
caller selected.
●
If agents require a caller’s city of origin, assign the trunk group to a particular VDN. Set
up the VOA to provide the location of the origin of the trunk group. Subsequent VDNs
can be used to handle the call, or multiple VDNs can be assigned to a single vector.
Note:
Note:
VDN Override applies to VOA in the same way that VDN Override applies to
display information. If a VDN with a VOA has VDN Override enabled, the
system overrides the original VOA with VOAs in subsequent VDNs to which
the call is routed.