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.
Queue Position 