Adding announcements

Last Updated : Jul 31, 2018 |

About this task

You can use announcements to play wait treatments to callers, and allow callers to provide input. Based on that input, Avaya Oceana® can decide to provide additional treatments or route the call elsewhere. Ensure that the media files exist on Avaya Aura® Media Server or on your Media Gateway.

Note:

These media files are available to download from the Avaya DevConnect portal at http://www.avaya.com/devconnect. For information about downloading Avaya Oceana® resources from Avaya DevConnect, refer to the Avaya Oceana® Release Notes.

Before you begin

In Avaya Aura® Media Server, create a content namespace for Communication Manager and then add the media files (*.wav) for your announcements to the namespace.

Note:

If you use a Media Gateway, you can use the standard procedure to upload the media files.

Procedure

  1. Use the System Access Terminal (SAT) interface to add announcements. Use the add announcement command.
  2. In the Annc Name field, type the name of the announcement file that you loaded on Avaya Aura® Media Server.
  3. In the Annc Type field, type integrated.
  4. In the Source field, type the appropriate value for the Avaya Aura® Media Server where you loaded the Welcome announcement file. For example, type M1.
  5. In the COR and TN fields, type the required values for your solution.
  6. Save the settings.

Example

The examples below show announcements for handling cases where fallback to Elite skills-based routing occurs, for advising the customer of expected wait time (EWT) while waiting for an Avaya Oceana® agent, and for offering the option to leave a voice mail.