grahekf

We want to play some informational announcements while clients are in queue. My question is:
If a client starts hearing the announcement and then an agent becomes available, is the caller forced to listen to the rest of the announcement or will they go to the agent as soon as the agent is available.

Also, will this take up any valuable resources. The messages will be 1-2 minutes in length. We have two VAL boards with an hour on each so I'm not worried about space.

Thanks!

ahays

As soon as an agent becomes available their call will be answered ... even if they are in the middle of an announcement.

.al.

__________________
Al Hays, ACE, MCSE, CCNA
Homepage: http://www.jeral.com/
Training: http://www.jeral.com/avaya-learning.html

PBXtech.info

 

grahekf

Thanks, Al.

So that is different than when I just say:

1. announcement xxxx

in the vector and you need to hear the entire announcement (unless it is in a collect step)?

ahays

No ... the key is "queue-to split/skill." If you play an announcement BEFORE any "queue-to" steps then the caller will hear the entire announcement (unless they disconnect). If you program an announcement AFTER a "queue-to" step and the call successfully queues (shouldn't be a problem unless there is another issue) then the caller will go immediately to the first available agent and ALL remaining vector processing ends. If the caller is in the middle of an announcement, then their call gets answered and they will not hear the rest of the announcment.

.al.

__________________
Al Hays, ACE, MCSE, CCNA
Homepage: http://www.jeral.com/
Training: http://www.jeral.com/avaya-learning.html