BusinessPhone Communication Platform 5.1
Facilities

## ACD-Voice Answer

## Definition

Voice message before answering is a recorded information (on trunk level) supplied to the external caller. See Voice Message Before Answering (523/155 34-ASB 150 02 Uen).

Voice answer denotes a recorded voice message (on ACD-group level) supplied to a caller, if the call cannot be presented to a free agent directly.

Additionally an individual greeting (on agent level) can be supplied to a caller just before the agent is connected to the call.

The concept of voice answer also offers the possibility to play a prerecorded greeting message when the agent answers a presented call.

## Use

### Voice message to callers in queue

By connecting a voice memory board (VMU-D, VMU-HD or MFU), the caller can receive a voice message when routed in a queue.

Voice messages can be supplied in different combinations:

- Only the first voice message with or without waiting time or queue position
- First and second voice messages with or without waiting time or queue position

Waiting time means that the system calculates a probable waiting time based on the latest eight (previous) presented calls.

Queue position means that the system informs the caller of how many calls are ahead of her/him in the queue.

Calls that remain unanswered within a programmable time are connected to a new voice message which states that the call is still in the queue. This message is repeated until the call is presented to a free agent after a certain time.

MOH (Music-on-hold or information) can be supplied between every voice message.

Own MOH source can be programmed individually for each ACD-group.

For more information about MOH see Music-on-hold (343/155 34-ASB 150 02 Uen).

### Voice message per ACD-group on agent answer

When an agent answers a presented call, a third voice message can be supplied and it is common for an ACD-group.

### Individual greeting per agent

To the call routed to an agent’s extension it is possible to send the individual greeting of that agent just before he is connected to the call.

It is also possible to program individual greeting per agent and automatic answer.

### Queue tone

As an alternative to voice message, the caller can be supplied with a special queue tone, when the call is queued.

## Operation

None.

## Capacity

The feature “Individual greeting per agent” is possible only with VMU-HD or MFU board because of the 255 voice references that need to be recorded.

## Limitations

All voice messages need to be recorded on one
VMU-D /-HD or MFU board.

## Programming

For programming the “common voice message” that will be played to the external caller, see Voice Message Before Answering (523/155 34-ASB 150 02 Uen).

Each ACD-group can be programmed for individual queue administration.

The table below shows all queue alternatives and the commands to be used.

Queue Function | Commands
3802 | 3803 | 3901 | 3902
No voice message | zzz= 0 | – | – | –
Voice mess. 1 without queue pos. or waiting time | zzz= 1‑255 | zzz= 0 | Y=0 | –
Voice mess.1 with queue pos. or waiting time | zzz= 1-255 | zzz= 0 | Y=0 Y=1 | –
Voice mess. 1 and 2 without queue pos. or waiting times | zzz= 1‑255 | zzz= 1-255 | Y=0 | Y=0
Voice mess. 2 with waiting time or queue pos. | zzz= 1-255 | zzz= 1-255 | Y=0 | Y=0 Y=1
Voice mess. 2 without waiting time or queue pos. | – | zzz= 1-255 | – | Y=0
Voice mess. 1 and 2 with waiting time or queue pos. | zzz= 1-255 | zzz= 1-255 | Y=0 Y=1 | Y=0 Y=1

zzz |  | Time in seconds before and between the voice messages

Y=0 |  | First voice reference in voice message shall be programmed

Y=1 |  | Second voice reference in voice message shall be programmed

– |  | Does not need to be programmed.

3802 |  | Time before call is answered automatically

3803 |  | Time between voice answers

### Voice messages for ACD-queue

Those voice messages that are to be supplied to callers need to be recorded and then associated to voice messages for ACD.

Each voice message can consist of two separate voice messages. The time programmed in the command 3803 is inserted automatically between the voice messages.

3901 |  | Coupling of voice reference to voice message 1

3902 |  | Voice message 2

3903 |  | Voice message 3

4401 |  | Recording of voice message

For recording of voice message see facility description Voice Messages (522/155 34-ASB 150 02 Uen) .

To obtain waiting time or queue position, the time of day 0 - 23 shall be recorded. See command 4405.

Each voice message shall comprise two recorded voice references with time indication or queue position in between.

Examples of voice messages as queue information:

##### Example 1: Voice message without time or queue indication

Voice reference 0 = “The Travel agency. You are in queue now. Please wait”.

##### Example 2: Voice message with calculated waiting time

Voice reference 0 = ’The Travel agency. You are in queue now. The estimated waiting time is about 3 minutes’.
(Minute number = 3)
(Voice reference 1 = minutes)

##### Example 3: Voice message with position in queue

Voice reference 0 = ’Travel agency. You are in queue now and there are 3 calls before you’.
(Waiting calls = 3)
(Voice reference 1 = calls before you)

Example of voice answer when selected agent answers

Voice reference 0 = ’Italy Holidays. Can I help you?’

3823 |  | The agent shall have monitoring for voice messages

3704 |  | Queue tone to caller

3818 |  | Waiting time or queue position

3826 |  | Individual greeting per agent for an ACD-group

See also under “ACD-agent individual greeting” in ACD-AGENT (106/155 34-ASB 150 02 Uen).

3831 |  | Used Music on Hold source

4425 |  | Record individual greeting per ACD-agent

See under “ACD-agent individual greeting” in ACD-AGENT (106/155 34-ASB 150 02 Uen).

## Equipment

Voice message requires that at least one VMU-D /-HD or a MFU board installed in the PBX exists.

Revision: K © Ericsson Enterprise 2003