Agent Call Handling - Automatic Answer

• ACD agents in the Automatic Answer mode hear a zip tone before VOA. You can administer a zip tone after VOA completes to alert agents that an announcement is complete and a call is connected.

• Non ACD agents can receive VOA if a call is routed to the agents by vector processing. When non ACD agents in the Automatic Answer mode receive calls, the agents hear a call ID tone before VOA. Agents hear a second zip tone after VOA indicating call connection.

Agent Call Handling - Manual Answer

When non ACD agents in the Manual Answer mode receive calls, the agents hear ringing, answer the call, and then hear VOA.

ASAI Adjunct Routing

If a vector step includes Adjunct Routing, VOA plays for the agent to whom the call is routed.

Auto-Available Split/Skill (AAS)

AAS is intended to be used for splits or skills containing only non human adjuncts, such as a voice messaging system or an IVR system. However, VOAs can be directed to AAS.

Call Forwarding

VOAs apply to forwarded calls, including those forwarded to a hunt group. The answering station must be on the same Communication Manager. If VOA is forwarded, the message is played only if the destination extension is administered with a COR that allows VOA.

Call Pickup

With Call Pickup, an agent can pick up a ringing call on another extension. If the pick up extension has COR permissions for VOA, the agent can receive VOA.

Conference

If an agent receives a call and then conferences in additional stations, any station on the connection can use VOA Repeat button to replay VOA. Only the person using the button can hear VOA unless the call is being service observed.

Converse-on split or skill

A converse-on split or skill is one used in a converse-on vector step. When a converse-on vector step is executed, VOA is not applied. After returning to the vector, the call can be routed to a station or VDN where the answering agent receives VOA as if the converse-on step had not been processed.

Coverage

VOA applies to coverage paths.

Data Restriction

Data Restriction prevents tones from being applied to line or trunk circuits during a data call. VOAs do not play for data-restricted calls.

Direct Agent Calling

Direct Agent Calling (DAC) allows a vector to route a call to particular ACD agent and have the call treated as an ACD call. VOA applies only to DAC if the calls reach an agent through vector processing. DACs from a phone administered on Communication Manager are not vector-processed. Hence, VOA is not played.

Enhanced Automatic Wake-up

If you use enhancements to Automatic Wake-up with integrated announcements, there can be some contention for integrated announcement ports. VOAs have priority over Automatic Wake-Up announcements.

Expert Agent Selection (EAS)

When you use EAS, the logical agent COR definition determines the assignment of VOAs for each extension. EAS uses the COR of the logical agent instead of the COR for the phone that the agent uses.

Hold

Agents cannot use the VOA Repeat button if their calls are all on hold. The button applies only to active calls.

Home Agent

You can assign an initial VOA to a home-agent port on Communication Manager. However, home agents cannot use a VOA Repeat button because home agents need a Dial Access Code (DAC) to reach features and VOA replay does not use a DAC.

Hunt Groups

VOAs apply to calls that are routed to a hunt group. The COR for the extension of the answering station determines if the station can receive VOA.

Look-Ahead Interflow (LAI)

VOAs apply only to the Communication Manager server where the VDN is defined. If a call interflows to another Communication Manager, VOA is lost.

You can administer the interflow to another Communication Manager access a VDN with the same VOA message as on the original Communication Manager.

Redirection on No Answer (RONA)

If a call requeues to a split or skill because the RONA timer expired, VOA applies to the call when an agent answers the call.

Service Observing

The system handles Service Observing calls as conference connections. If the observer presses the VOA Repeat button only the observer hears the announcement. However, if another party on the call presses the VOA Repeat button, the user and the observer hear VOA.

Supervisor Assist

If an agent requests for supervisor assistance and conferences the supervisor into a call, the agent or the supervisor can use the VOA Repeat button to replay VOA, but only the person who presses the button hears VOA.

Transfer

If an agent receives a VDN call and transfers the call, the answering party can use the VOA Repeat button to replay the message.

VDN Override

The VDN extension that is used for VOA follows VDN Override Rules. Communication Manager plays VOA for an agent who answers a call at the extension that is assigned to the active VDN.

VOA distribution

If you use long VOAs or multiple VOAs, there can be a delay between the zip tone and the announcement. Communication Manager provides multiple announcement circuit packs to help prevent announcement delays.