ACD translations for message calls 

Overview

A MACS engineer inputs standardDEFINITY ECS ACD translations as part of the messaging software installation.

These include:

ACD translations and message calls

A queued message has no live party on the other end. Because of this, special treatments intended for the party waiting on a queued session, such as music on hold, recorded announcements, and coverage to voice mail, are not necessary.

You can expand this capability to take advantage of the powerful features of the DEFINITY ECS ACD software to provide sophisticated routing, prioritization, and overflow treatment for your messages.

The use of VDN of Origin (VOA) Announcement to the agent, stating the type of message (email or fax), is encouraged. This announcement is assigned to a VDN and plays a short recording when the agent answers the message. This recording can be used to tell the agent the origination of the message (for example, �Sales Mailbox� or �Support Mailbox�). The COR on agent IDs must be set in the DEFINITY ECS to hear VDN of Origin Announcement (if used).

Vectors may include multiple wait steps to provide for the long wait times that are possible on messages. For more information on vectoring, please see Vectors.

When translating additional VDNs, be sure to assign them the same COR as initially established for the messaging software. Otherwise, the DEFINITY ECS will reject call attempts from the ICM to the new extensions.

   


Copyright © 2001
Avaya Inc.
All rights reserved.
Modified: March 19, 2001