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.
Out of Hours Operation
Voicemail provides a number of greetings for groups. One of these is an Out of Hours Greeting.
Through Manager or using short code a hunt group can be taken in or out of service. When the group is Out of Service, callers are played the group's "Out of Hours" greeting and can then leave a message.
Note: Alternatively if an Out of Service Fallback Group has been configured then callers are passed to that group.
Similarly a group can be taken in or out of Night Service by using Manager, short codes or an associated time profile. When the group is in Night Service, callers are played the group's "Out of Hours" greeting and can then leave a message.
Note: Alternatively if an Out of Hours Fallback Group has been configured then callers are passed to that group.
Hunt Group Queuing
If enabled, a call will be held in a queue when all available extensions in the Hunt Group are busy.
A fault in operation between the IP Office switch and Voicemail Pro server means that the Still Queued message is not played if the hunt group name exceeds 13 characters.
The Queue Ring Time defines the number of seconds the caller will hear the ringing tone before being played the "You are in a queue greeting". The caller will then be placed on hold for 20 seconds and then played the "You are still in a queue greeting". The caller is then placed on hold again and played the still queued message every 20 seconds.
This is the default queuing sequence used for Voicemail Lite and Voicemail Pro. Using Voicemail Pro you can define custom actions and prompts for the queuing sequence. See Using Queued and Still Queued Start Points.
Queuing On :Default = On
If selected, queuing will be available for the hunt group.
Queuing Limit:Default = Blank
This feature sets the number of calls that will be held in the queue at any one time. If this number is exceeded the caller will receive the busy tone or be passed to voicemail.
Queue Ring Time:Default = 10 seconds
This facility defines the time (in seconds) before the caller is placed in the queue.
An additional option in the Hunt Group tab controls the interaction of queuing and the hunt group's overflow group.
Overflow Time: The Overflow Time will allow the use of both the queuing and overflow facilities. This feature defines the time (in seconds) the caller will be held in the queue before being passed to the Overflow Group. If all extensions in the Overflow Group are also busy the caller will be returned to the queue. If an Overflow Time is not specified calls will be passed directly to the Overflow Group and the queuing facility will not be used.
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