Avaya 15-601063 manual Customizing a Hunt Group Call Flow

4.7.9 Customizing a Hunt Group Call Flow

Voicemail Pro allows for customization of queuing operation through the use of Queued and Still Queued start points, either specific to a particular hunt group or default for all groups.

The Queue ETA and Queue Position actions can be used to provide callers with queue information and then place them back in the queue. Within a Queue or Still Queued start points call flow, the default action for any unlinked results is to place the caller back in to the queue rather than disconnect the caller.

∙Incoming Call Route 'Priority'

The IP Office supports a configurable Priority setting (1, 2 or 3) on Incoming Call Routes. Calls assigned a high priority are moved up any call queue ahead of those with a lower priority. The use of this feature is not compatible with Queue ETA and Queue Position messages as the spoken queue positions and ETA for some callers may be overridden by calls with a higher priority. For example, a caller might hear that their queue position is 5. If a call is received on an Incoming Call Route with a higher priority, the next time the queue position is heard their queue position could be 6, further back in the queue.

∙Synchronized Announcements

If the option Synchronize Calls is enabled for the hunt group announcements within the IP Office configuration, actions other than speaking recorded prompts are not supported in custom Queued and Still Queued start points.

Further customization can be applied using actions such as a Menu action to let the caller select, for example, to leave a message, be transferred to another number or return to the queue.

The Voicemail Pro variables, $QTIM, and $POS call flows.

211, can be used to further customize the Queued and Still Queued

∙$QTIM: Queued Callers Estimated Time to Answer

If used in a prompt list, will speak the callers' estimated time to answer (ETA). For example, "Your estimated time to answer is 5 minutes." If used elsewhere, such as in a condition, returns the ETA in minutes as a simple numeric value.

∙$POS: Queued Callers Queue Position

If used in a prompt list, will speak the caller's queue position, for example, "You are in queue position 2." If used elsewhere, such as in a condition, returns the caller's queue position as a numeric value.

∙$TimeQueued

IP Office 4.1+ and Voicemail Pro 4.1+. Holds the length of time, in seconds, that the call has been part of a particular hunt group queue. Only available when using Queued and Still Queued start points.

∙$TimeSystem

IP Office 4.1+ and Voicemail Pro 4.1+. Holds the length of time, in seconds, since the call was presented to the IP Office system. Only available when using Queued and Still Queued start points.

Voicemail Pro	Page 166
IP Office	15-601063 Issue 20l (03 March 2009)