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Basic Actions Tab
Call List, Dial by Name and Conferencing Center Action
Logging in to Your Mailbox from a Different Location
Conditions Actions Tab
Configuration Actions Tab
Database Actions Tab
Queue Actions Tab
Mailbox Actions Tab
Miscellaneous Actions Tab
Post Dial Action, VB Script
Overview of Actions
Standard Action Tabs
Telephony Actions Tab
Basic Voicemail Pro (Compact) Software Installation
Introduction to Campaigns
Adding, Modifying & Deleting Campaigns
Centralized Voicemail Pro
Set Up Centralized Voicemail Pro
Changing SMTP and MAPI Settings

Voicemail Pro Components
Available Condition Elements
The Voicemail Console
Customizing Auto Recording
Customizing Queuing
Start Points Voicemail Pro
Dial by Name Call Flow
System Preferences: Directories
Triggering Manual Call Recording

VM Pro Modules
English Non-Intuity Prompts .WAV Files IP Office
Voicemail Pro Callback (Outcalling)
Overview of VoiceMail Pro for IP Office
Recording Calls
Retrieving Data from the Database
Running the Service as a Console
Using Select System Prompt
Setting the Record Times, Frequency and Destination
Using the Speak Text Action
Start Points Voicemail Pro
Switching Custom Prompts - Using $LOC
System Settings
Installing Generic Text to Speech
Transferring Callers to Voicemail
Simple Mailbox Customization
Upgrading from Voicemail Lite
US English Intuity Prompts .WAV Files VM PRO
User Source Number Configuration
Vb Script Action
Connections Voicemail Pro
Importing and Exporting Voicemail Pro
Voicemail Pro Dial by Name
Overview of Voicemail Pro
Configuring VPNM Accounts on Voicemail Pro
Installing Voicemail Pro Software with VPNM Support

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Avaya IP Office

The Avaya IP Office platform is the ultimate in converged voice and data technology. IP Office brings a combination of voice and data applications formerly reserved for only the largest corporations. Cutting edge customer service with easy to use tools is now available to the smallest of businesses.



Customizing Queuing

With Voicemail Pro, the greetings and actions provided to a caller held in a group's queue can be customized using the Queued and Still Queued start points for that group.

  • The Queued start point replaces the default "You are in a queue" greeting.

  • The Still Queued start point replaces the default "You are still in a queue" greeting.

It is important to note that unconnected results in Queued and Still Queued call flows will return the caller to the queue rather than disconnect them. Attempting to return the caller using a Transfer or similar action will place the caller at the back of the queue as a new call.


Changing the Greetings

If the voicemail system is operating in IP Office mailbox mode, the hunt group mailbox users can change the queued and still queued greetings themselves. To do this they should access the hunt group mailbox and press 3.


Call Flow Customization

The Voicemail Pro allows for customization of queuing operation through the use of Queued and Still Queued start points, either specific to a particular hunt group or default for all groups.

The  Queue ETA and Queue Position actions can be used to provide callers with queue information and then place them back in the queue. Within a Queue or Still Queued start points call flow, the default action for any unlinked results is to place the caller back in to the queue rather than disconnect the caller.

  • Note in Incoming Call Route 'Priority'
    The IP Office supports a configurable Priority setting (1, 2 or 3) on Incoming Call Routes. Calls assigned a high priority are moved up any call queue ahead of those with a lower priority. The use of this feature is not compatible with Queue ETA and Queue Position messages as the spoken queue positions and ETA are for some callers may be overridden by calls with a higher priority.

Further customization can be applied using actions such as a  Menu action to let the caller select, for example, to leave a message, be transferred to another number or return to the queue.

The two Voicemail Pro variables, $ETA and $POS, can be used to further customize the Queued and Still Queued call flows.

  • $ETA: Queued Callers Estimated Time to Answer
    If used in a prompt list, will speak the callers ETA, eg. "Your estimated time to answer is 5 minutes." If used elsewhere, such as in a condition, returns the ETA in minutes as a numeric value.

  • $POS: Queued Callers Queue Position
    If used in a prompt list, will speak the caller's queue position, eg. "You are in queue position 2." If used elsewhere, such as in a condition, returns the caller's queue position as a numeric value.


The importance of these two variables is that, instead of or in addition to customizing the queue call flow for all queued callers, you can customize the actions for callers whose ETA or position match selected criteria.


















Email User and Group Configuration Installing VM Pro for SMTP Voicemail Email Email Reading VM PRO
Voicemail Pro for MAPI Voicemail Email What Voicemail Email Messages Look Like Email Settings VM PRO
Overview of Voicemail Email Installation Setting a Mailbox Fax Number IVR: Enter Details into the Database
System Preferences: Housekeeping Automatic Message Deletion - Housekeeping Example Call Flow Using $POS
Hunt Group Message Waiting Indication Integrated Messaging Service (IMS) Voicemail Pro Fax Operation
Installing the IMS Client Software Installing the IMS & Voicemail Pro Software System Preferences: General
Voicemail Pro Installation Types IVR: Connecting Voicemail Pro to a Database Configuring Group Broadcast
Voice Mail Pro Licenses Adding a Record Name Module Hunt Group Voicemail
Mailbox User Controls Overview Number of Simultaneous Voicemail Users Before Installing IMS
Customizing Manual Recording Returning Data from the Database Installation Requirements
Out of Hours Operation Setting the Destination for User Recordings IP Office Configuration
Using a Play Configuration Menu Action Using Short Codes to Access Voicemail Language Support
Starting Voicemail Pro Starting the Voicemail Pro Server Overview of Remote Access
Telephony Operation Mode Switching Voicemail Pro to MAPI Example Database Scenario
Voicemail Pro TTY Prompts Access from a Trusted Extension Text to Speech
Upgrading Existing Voicemail Pro System User Defined Variables User Configuration
Actions Voicemail Pro Using Voicemail to Give Error Messages Voicemail Telephone Numbers
Voicemail Pro Language Switching Voicemail Pro Networked Messaging VPNM Preferences
Voice Recording Library (VRL) VM Pro with Web Campaigns (Typical) Software Installation Hot Desking

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