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Queue Announcement Step By Step Programming Guide

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Presentation on theme: "Queue Announcement Step By Step Programming Guide"— Presentation transcript:

1 Queue Announcement Step By Step Programming Guide
Rev Aug., 2013

2 Overview 2

3 Overview Queue Announcement
NS1000 Ver3.0 supports the queue position announcement feature. 1. Customer make a call to “ ” 2. DISA5801(OGM1) answer the call. (Customer hear the OGM1) and this call is queued 3. Customer hear the followings, Queue position and waiting time -> MOH -> OGM2 -> MOH – 4. Customer press “1” during hear OGM2, then leave a message. DID table: > 201 > 202 > 203 > 204 > 5801 (DISA) Customer CLIP : Virtual CO V-SIPGW Loopback NS1000 MPR( ) DSP( ) Extension No.201 CLIP : Extension No.202 CLIP : Extension No.203 CLIP : ICDG601

4 Mailbox for the ICD Group
Overview Customer Incoming Call DISA Message 5801 Hello this is Panasonic Bank . This call is recorded in order to improve our service. ICD Group Queuing DISA No Dial to ICD Talk with Agent Yes ICD Agent Idle? No Queuing announcement 10 other people are waiting to connect. And your estimated wait time is around 10 minutes Mailbox for the ICD Group MOH DISA Message 5802 If you want leave message, dial 1 to leave voice message. MOH UM Mail box One agent becomes idle. Custom Services Interview BOX Auto Attendant

5 Step by Step Programming
5

6 Set up of ICD-G 1. Set ICD-G Members
1-a. Select “1.Group Settings” in “5. Incoming Call Distribution Group” 1-b. Click “Member List” 1-c. Assign “101 and 102” in Extension Number for ICD Group No.601 1-d. Click “OK” 1-b 1-c 1-a 1-d

7 Set up of ICD-G 2. Set Queuing Time Table
2-a. Select “Queuing Time Table” 2-b. Select “Table1” for Day/Lunch/Break/Night 2-c. Click “OK” 2-a 2-b 2-c

8 Set up of ICD-G 3. Set Queuing Time Table
3-a. Select “2.Queuing Time Table” in “5. Incoming Call Distribution Group” 3-b. Set “Sequence” for Table1as follows, Sequence01 : Queue No. and Time, Sequence02 : Wait 10s, Sequence03 : OGM02, Sequence04 : Wait 10s, Sequence05 : Sequence01 3-c. Click “OK” 3-b 3-a 3-c

9 Set up of DISA 1. Set DISA Message
1-a. Select “2.DISA Message” in “5. Optional Device - 3. Voice Message” 1-b. Assign “601” in Dial 0 of OGM Number1 1-c. Assign “500” in Dial 1 of OGM Number2, then click “OK” 1-b 1-c 1-a

10 Set up of DISA 2. Set DISA System
2-a. Select “1.DISA System” in “5. Optional Device - 3. Voice Message” 2-b. Select “to AA-0” for “Intercept when No Dial after DISA answers 2-c. Click “OK” 2-a 2-b 2-c

11 Set up of DISA 3. Set No Dial Intercept Timer
3-a. Select “3.Timers & Counters” in “2. System” 3-b. Select “DISA / Door / Reminder / U. Conf” 3-c. Assign “No Dial Intercept Timer” to “2”, then click “OK” 3-b 3-a 3-c

12 Record of DISA Message 1. Record DISA Message
Manager Extension call as follows, then record message 5801/5802 Note) The following is how to enable manager function

13 Create mailbox for ICDG601
1-a. Select “1.Quick Setting” in “UM Configuration - 1.Mailbox Settings” 1-b. Click “+” 1-c. Assign “601” for Mailbox Number and Extension 1-d. Click “Edit” of Mailbox Password and enter “1234”, then click OK 1-e. Click “Apply”, then Click “OK” 1-c 1-a 1-d 1-b 1-e

14 Appendix

15 Appendix - Other settings
User can set up estimate waiting time calculation method, Special greeting timer and language of queue announcement as follow <1.Configuration> -> <3.Group>-> <5.Incoming distribution> -> <3. Miscellaneous> User can Select either Average waiting time or Fixed time for calculating estimated waiting time. If user chose Fixed, user can enter fixed time User can set up Threshold time for Special announcement. If exceed this time against estimated waiting time, Announcement will change from `around` to `more than` (See Note1,2) User can select Language of Queue info announcement (See Note3) Note ) 1) Normal announce Mode Currently all agents are on the phone. XX caller is waiting, and Estimated waiting time is around XX minutes. 2) Over threshold time Mode Currently all agents are on the phone. XX caller is waiting, and Estimated waiting time is more than YY minutes (YY: Data in Threshold time table) 3) UM System Guidance When you upgrade system software from older version, need to upload System Guidance from Note: For Testing use UK English

16 END

17 Modification Queue Announcement SetUp_SBSGuide_Rev0.1_6Aug2013 Odaguchi.pptx Initial Draft 17


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