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Functions and Examples
Issue 4 September 1995
4-13
Leaving Recorded Messages
Basic Call Vectoring allows the caller to leave a message for the customer if the
agents at the customer site are not available to take telephone calls. This is done
with the help of the
messaging split
command. Let’s take a look at an example.
Figure 4-11. Leaving Recorded Message
In this vector, the
goto step
command in Step 1 checks to see if the office is
open, and branches to Step 8 if the office is closed. This is done to
accommodate calls that are made during non-working hours, when there are no
agents available to take telephone calls. Accordingly, Step 8 provides the caller
with an appropriate announcement and an opportunity to leave a recorded
message.
Step 2 checks to see if split 47’s queue (which has 20 queue slots) is full, and
branches to step 10 if it is. Steps 3 to 7 queue the call to split 47 and then give
audible feedback to the caller.
If the caller chooses to leave a message, the
messaging split
command in Step
11 is executed. Split 18 in the command is the Audio Information Exchange
(AUDIX) split. AUDIX is a voice mail adjunct that allows a customer to record,
edit, store, forward, and retrieve voice messages to and/or from callers.
Extension 2000 is the mailbox for split 47 (from Step 2), which represents a group
of daytime agents.
Upon execution of the
messaging split
command, an attempt is made to connect
the caller to AUDIX so he or she can leave a recorded message. If the split
queue is full, or if the AUDIX link is down, termination to AUDIX is unsuccessful,
and vector processing continues at the next vector step, which (as is the case
1. goto step 8 if time-of-day is all 16:30 to all 7:30
2. goto step 10 if calls-queued in split 47 pri l >= 20
3. queue-to main split 47 pri m
4. wait-time 12 secs hearing ringback
5. announcement 4001
6. wait-time 60 secs hearing music
7. goto step 5 if unconditionally
8. announcement 4111(‘‘We’re sorry, our office
is closed. If you’d like to leave a message, please
do so after the tone. Otherwise, please call back
weekdays between 7:30 A.M. and 4:30 P.M. Thank you.’’)
9. goto step 11 if unconditionally
10. announcement 4222 (“We’re sorry, all of our agents are busy,
please leave a message after the tone and we will return your
call.”)
11. messaging split 18 for extension 2000
12. disconnect after announcement 4333 (‘‘We’re sorry, we are
unable to take your message at this time. Please
call back at your convenience weekdays between
7:30 A.M. and 4:30 P.M. Thank you.’’)