Planning the number of ports you require 423
When programmed on your telephone system as a RAD, Intelligent Queue ports are dedicated to a distinct
messaging sequence. The Class of Service (COS) given to each RAD port has the Recorded Announcement
Device option enabled in the COS. When configured as a RAD, the Intelligent Queue port does not receive
any of the audio or DTMF digits entered by a caller. The telephone system processes the DTMF input instead
of passing the digits to Intelligent Queue.
An Intelligent Queue port that is programmed as a RAD can play messages to callers who are waiting in an
ACD path. The primary function of a RAD is to supply messages to up to 50 incoming calls simultaneously.
This feature is beneficial to companies that want to supply general announcements. Each RAD (or distinct
messaging sequence) requires a dedicated port, a directory number, and its own Class of Service. The
number of RAD ports in a system depends upon the number of distinct announcements required by the
customer and the call volume.
Up to 50 callers can listen to one RAD simultaneously. Any caller routed to a busy RAD is put on hold until the
recording is finished. When the port clears down, the RAD is seized and all waiting callers receive the
announcement. All calls maintain their position in the incoming queue, either while listening to the RAD or
while queued for service. If an agent becomes free while a caller is listening to a RAD, Intelligent Queue
routes the caller to that agent immediately.
RAD port conditions
RAD ports are not as flexible as intelligent messaging ports and require dedicated ports on Intelligent Queue.
RADs play for up to 50 people at a time, making it impossible to use some of the conditions that make other
ports flexible.
You can apply the following conditions to RAD ports to make them more flexible:
• Schedule conditions (time of day, day of week, day of year)
• Queue conditions
• Emergency conditions
You cannot apply the following conditions to RAD ports, because there are up to 50 different callers on the call
at once:
• ANI conditions
• DNIS conditions
• Redirection conditions
The number of Intelligent Queue RAD ports that you require depends on the number of distinct messaging
sequences that you require in your ACD environment, as well as basic traffic requirements. The following
ACD path example requires three Intelligent Queue ports for RAD messaging.
The first port in this scenario identifies the department that the caller has reached. There are two departments
offered (Sales and Support), so the system requires two distinct messages. In both ACD paths, the second
message that a caller hears is a generic, please hold type of message that can be shared between the paths.
Only one port is required for the common message. However, the number of ports required might increase
based on volume.
Intelligent Queue can use a RAD port for the PBX Auto Attendant, because the DTMF is processed by the
PBX. For example, a caller might hear the message, “If you know the extension of the person you wish to
reach, please dial it now.”