AT&T 555-230-520 Multiple Audio or Music Sources, Delay with Multiple Audio/Music Source Feedback

Basic Call Vectoring

processing stops, the call is dropped. Feedback also continues while a call is queued to a converse split, that is, any split routed to by a converse-on split command, and while data is being passed to a Voice Response Unit (VRU) (see the "Voice Response Scripts" section later in this chapter). Finally, feedback also continues during the wait period before the connection of an announcement and/or a Touch-Tone Receiver (TTR). (TTRs are used in conjunction with the Call Prompting feature and are discussed in Chapter 5.)

Multiple Audio or Music Sources

With G3V4 and later releases, you can specify an alternative audio or music source for a vector wait-timestep. This alternative source can be any extension number that is administered on the Announcements/Audio Sources form. For instructions for entering an audio or music source on this form see DEFINITY Communication System Generic 3 Version 4 Implementation, 555-230-655 or DEFINITY Communication System Generic 3 V2/V3 Implementation, 555-230-653.

With the Multiple Audio/Music Sources feature, you can tailor the wait-timefeedback to the interests, tastes, or requirements of the audience. You can provide specific types of music or music with overlays of advertising that relate to the service provided by the splits or skills that the vector serves. Or, additional advertising messages can be heard by the caller as they wait for an available agent.

Let’s look again at our delay announcement. However, this time let’s assign an alternate audio/music source to the wait-timestep.

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

wait-time 20 seconds hearing 55558 then music

Figure 4-6. Delay with Multiple Audio/Music Source Feedback

When the wait-time step is encountered, the caller is connected to extension 55558 for 20 seconds. At the end of 20 seconds the next vector step is executed. The “then” option in the wait-time step specifies what the caller will hear if the caller cannot be connected to the specified source. Or, when the call is waiting in queue, the “then” option specifies what the call will hear if the call is not answered in 20 seconds. In this example, if the call is not answered in 20 seconds, the caller will hear system music until a subsequent announcement, busy, collect, converse-on, disconnect or wait-timestep is encountered.

You can specify music (system music), ringback, silence, or continue for the “then” opt ion. When continue is specified, the caller continues to hear the

4-6Issue 4 September 1995