Troubleshooting Merlin Magix

Secondary Announcements Not Playing as Programmed

As many as ten primary delay announcement devices and one secondary device can be assigned to play messages for callers waiting for Calling Group agents. When a delay announcement is first set up or is changed, it may be necessary to adjust the interval between announcements; this interval applies to the delay between the primary and secondary announcements as well as to the interval between repetitions of the secondary announcement (if the secondary announcement is programmed to repeat).
Problems occur when callers do not experience the Delay Interval programmed and they do not hear the secondary announcement when you planned it. The seriousness of the problem can be analyzed through the use of a programmed Calls-in-Queue Alarm button that responds to tiered alarm thresholds.
To analyze a problem with secondary announcements, follow these preliminary
steps:

1. The Calls-In-Queue Alarm Threshold setting should determine when an
   alarm is signalled. Set the Overflow Threshold Time to 0.
2. Set up primary and secondary announcements of durations that seem
   appropriate for your needs.
3. Specify a reasonable announcement interval (for example, 30 seconds).
4. Refer to the following table and divide the announcement interval (Y) by the
   length of the secondary announcement (Z).
5. Round off the result, and use this value as an alarm threshold when a
   Calls-in-Queue Alarm button signals a problem.

The Feature Reference includes detailed information about setting up Group Calling delay announcements and other Calling Group options. Consult the Feature Reference as you troubleshoot announcement delays.

When the number of calls waiting for a secondary announcement multiplied by the length of that announcement is greater than the announcement interval, an alarm is triggered. The preceding table illustrates situations where a programmed Calls-in-Queue Alarm button would or would not indicate a problem.
If problems arise, use the display at the Calling Group supervisor DLC console to monitor the situation while the problem is most severe. Try to adjust the announcement duration and the interval setting so that the announcement interval is greater than or equal to the length of the secondary announcement multiplied by the number of calls waiting for the secondary announcement (Y >= N * Z).

Possible Cause 1: The announcement interval may be too short or the secondary announcement may be too long.

What to do: Check the number of callers waiting when the alarm goes off, as well as the Delay Interval and the length of the secondary announcement.
• If only a few callers are waiting when an alarm is signalled, increase the announcement interval or shorten the secondary announcement to solve the problem (see the second example in the preceding table).

• If more than a few callers are waiting, go to Possible Cause 2.

Possible Cause 2: The primary announcement or announcements require adjustment.

What to do: Depending upon your customer needs and current Group Calling options, do one of the following to decrease the queue for the secondary announcement:
• If you are using several primary announcements, decrease the number of primary announcements.
• If the primary announcement is very short, increase its length so that customers are not immediately sent to the secondary announcement queue.
• If neither of the above conditions applies, go to Possible Cause 3.

Possible Cause 3: The secondary announcement is set to repeat, and too many callers are waiting to hear the repeated announcement.

What to do: Set the Repeat option for the secondary announcement to Off. If the secondary announcement is not set to Repeat, go to Possible Cause 4.

Possible Cause 4: Because the secondary announcement is shared by more than one Calling Group, callers are waiting too long to hear it.

What to do: Make the secondary announcement exclusive to the group whose callers are experiencing the problem. If the announcement is not shared, go to Possible Cause 5.

Possible Cause 5: The secondary announcement device is also providing the primary announcement, so that too many callers are waiting for the secondary announcement.

What to do: Set up a separate secondary announcement. If one announcement is not serving as both primary and secondary, go to Possible Cause 6.

Possible Cause 6: The Calling Group is set to use the Prompt-Based Overflow setting that allows callers to dial # in response to a delay announcement, so that they can be connected to a Voice Mail system or other overflow receiver. The system lacks sufficient Touch-Tone Receivers (TTRs), however, to handle the callers’ requests. If you are not using this setting, go to Possible Cause 7.

What to do: Depending upon your customer needs, do one of the following to make more TTRs available:
• Shorten the length of the Primary Delay Announcement that includes the prompt to dial #.
• Decrease the number of primary delay announcement devices.
• Provide more TTRs for the Calling Group. For information about your options, consult your Carroll Communications representative.
• Stop using the Prompt-Based Overflow setting. Modify the recording on the delay announcement accordingly.
• If none of these options cures the problem, or if the prompted requests do not seem to be the cause, go to Possible Cause 7.

Possible Cause 7: There are not enough agents to service the call volume.

What to do: Log in additional agents or increase the number of agents in the group.

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