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Functions and Examples
Issue 4 September 1995
4-5
Information Announcements
Under certain circumstances, the customer may find it necessary to provide the
caller with recorded information that, by its very content, resolves a problem with
such finality that the caller feels no need to follow up on his or her call. Such a
recorded message is referred to as an
information announcement
. An example
follows:
Figure 4-4. Information Announcement
Note that the
disconnect
command is used with the announcement. After the
announcement, the caller is disconnected, since he or she need not stay on the
line any longer.
Delays with Audible Feedback
In presenting an example of a delay announcement earlier in this chapter, we
mentioned that this type of announcement is usually coupled with a delay step.
A delay step is provided by the
wait-time
command, which allows the caller to
remain on hold for at least the number of seconds indicated in the command.
Let’s take another look at our delay announcement. However, this time, let’s
couple the announcement with a delay step:
Figure 4-5. Delay with Audible Feedback
Here, the caller is allowed to wait at least 20 seconds for the call to be answered
by an agent. During this wait period, the caller is provided with system music,
which is one type of feedback available via the
wait-time
command.
If the delay step is the final effective step in the vector, the audible feedback
continues beyond the specified duration. (A “final effective step” in a vector is
either the last vector step or a vector step that is followed by a
stop
step.) Under
normal circumstances, the audible feedback continues until the call is either
answered or abandoned. However, if the call is not queued when vector
disconnect after announcement 2918 (‘‘Today has
been declared a snow day. Please report for work tomorrow
at 8 A.M.’’)
announcement 2556 (‘‘All of our agents are busy.
Please hold.’’)
wait-time 20 seconds hearing music