AT&T 555-230-520 manual Information Announcements, Delays with Audible Feedback

Functions and Examples

Information Announcements

Under certain circumstances, the customer may find it necessary to provide the caller with recorded information that, by its very content, resolves a problem with such finality that the caller feels no need to follow up on his or her call. Such a recorded message is referred to as an information announcement. An example follows:

disconnect after announcement 2918 (‘‘Today has

been declared a snow day. Please report for work tomorrow at 8 A.M.’’)

Figure 4-4. Information Announcement

Note that the disconnect command is used with the announcement. After the announcement, the caller is disconnected, since he or she need not stay on the line any longer.

Delays with Audible Feedback

In presenting an example of a delay announcement earlier in this chapter, we mentioned that this type of announcement is usually coupled with a delay step. A delay step is provided by the wait-timecommand, which allows the caller to remain on hold for at least the number of seconds indicated in the command.

Let’s take another look at our delay announcement. However, this time, let’s couple the announcement with a delay step:

announcement 2556 (‘‘All of our agents are busy. Please hold.’’)

wait-time 20 seconds hearing music

Figure 4-5. Delay with Audible Feedback

Here, the caller is allowed to wait at least 20 seconds for the call to be answered by an agent. During this wait period, the caller is provided with system music, which is one type of feedback available via the wait-timecommand.

If the delay step is the final effective step in the vector, the audible feedback continues beyond the specified duration. (A “final effective step” in a vector is either the last vector step or a vector step that is followed by a stop step.) Under normal circumstances, the audible feedback continues until the call is either answered or abandoned. However, if the call is not queued when vector

Issue 4 September 1995 4-5