Administration: Recording Calls

4.9 Announcements

Announcements can be played when:

Callers are waiting to be answered or queued against a hunt group

With Voicemail Pro, the announcements and actions provided to a caller held in a group's queue can be customized using the Queued and Still Queued start points for that group. The call can be answered at any stage of the announcement. For more information, see Configuring Announcements 162 .

Calls are going to be recorded

In many locations, it is a local or national requirement to warn those involved in a call that they are being recorded. For more information, see Call Recording Warning 169 .

Calls enter a call flow

For more information, see Using the Voicemail Pro Client:Overview 200 .

Calls are received

A call flow containing an announcement can be created so that all callers hear a mandatory announcement. The announcement is played before the call is answered. For more information, see Mandatory Announcement Example

Calls are queuing against an user's extension

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User's can configure their personal announcements. When the user's extension is busy any new calls are held in a queue against the busy extension until the No Answer Time is reached. The caller will hear the user's personal announcement before being transferred to voicemail, if available. For more information, see Personal Announcements

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4.9.1 Mandatory Announcement Example

The screen below shows an example of a call flow that plays an announcement to any caller to the sales hunt group. Callers entering at this start point can not bypass the announcement.

The Entry Prompt of the transfer action contains the announcement. After the announcement is played the caller is transferred to the sales hunt group as specified in the Specific tab. For more information, see Transfer Action 258 .

Once the call flow has been created, IP Office needs to be configured so that callers are transferred to the call flow.

In IP Office Manager the destination for the incoming call route is entered as VM:Sales. The incoming call route targets the voicemail module 'Sales'. As the call flow module name is the same as the hunt group name, if voicemail is unavailable the call will automatically be routed to the hunt group. The calls will not be lost but the callers will not have heard the announcement.

If calls are required to only be answered after they have heard the announcement, make sure that the call flow module name is different from the hunt group name. If voicemail is unavailable the call will not be transferred to the target hunt group.

Voicemail Pro

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IP Office

15-601063 Issue 20l (03 March 2009)

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Avaya 15-601063 manual Announcements, Mandatory Announcement Example