Avaya 15-601063 manual Queue Position

Voicemail Pro Actions: Queue Actions

6.11.2 Queue Position

The Queue Position action plays the caller their position within the queue of calls for the group. The queue position is supplied by the IP Office when it requests a queue or still queued message is played to a caller.

∙In Incoming Call Route 'Priority'

The IP Office supports a configurable Priority setting (1, 2 or 3) on its Incoming Call Routes. In situations where calls are queued, high priority calls are placed before calls of a lower priority. This has a number of effects:

∙Mixing calls of different priority is not recommended for destinations where Voicemail Pro is being used to provided queue ETA and queue position messages to callers since those values will no longer be accurate when a higher priority call is placed into the queue. Note also that Voicemail Pro will not allow a value already announced to an existing caller to increase.

∙The IP Office Manager option Synchronize calls to announcements should not be used with call flows that include this action.

To add a Queue ETA action:

1.Click the Queue Actions icon and select Queue Position.

2.The Entry Prompts tab should include any prompts to play to the caller before they hear their position. For more information, see Entry Prompts Tab 230 .

3.Select the Specific tab. This tab may include any further prompts to be played to the caller after they hear their position.

Connect the result Next to a relevant action. For an example of the Queue Position action in a call flow, see Customizing a Hunt Group Callflow 166 .

Voicemail Pro	Page 285
IP Office	15-601063 Issue 20l (03 March 2009)