Configuring RAD messages for queues

RAD messages are associated to queues and can broadcast to up to 50 callers in the queue. After a call is received and has traveled through a workflow to a queue, RAD messages can be configured to play at programmed intervals for all callers in that queue. Up to four RAD messages can be associated to each queue. A typical RAD message may greet the caller and thank them for holding.

RADs have been optimized in MiContact Center Business to minimize the number of RAD devices that IVR Routing requires. Previously, RADs were mapped to a specific queue and its position. RAD optimization enables you to reduce the number of ports your system uses by configuring one port to play a message simultaneously to multiple queues.

Note that UPiQ and RAD messages are both played to callers in queue. If an UPiQ message plays, the RAD;timers reset to prevent both types of messages playing at once.

Note:

Ring Groups cannot have RAD messages configured through IVR Routing.

To configure RAD messages for a queue
  1. Click IVR Routing > Queues, and select a queue from the list.
  2. Click the Recorded announcements tab.
  3. Specify the following RAD messaging options:
    • Dialable— click the Browse button and enter the dialable number of the port or hunt group you want to use to play the RAD message
    • Start delay—specify the time that must pass after a caller enters the queue or from when the last message finished playing before playing the RAD message
    • Interflow dialing list—select the interflow dialing list you have configured on the telephone system
    • Release digit receiver after recording—select to limit callers to entering digits only while the RAD message is playing. If this option is not selected, the caller may still enter digits as prompted by the RAD after the RAD completes.
    • Embedded music source—select the in-queue music list you have configured on the telephone system
    • Alternative dialable—enter a secondary port or hunt group you want to use to play the RAD message
  4. If you want to repeatedly play the RAD message, select Repeat recording enabled and specify the repetition interval.
  5. After Repeat recording interval, specify the intervals at which the RAD message repeats.
  6. After DTMF Receiver Unavailable Action, specify the action when a dial out from a RAD is programmed but no DTMF receiver can be seized to enable that functionality.
    • Play recording—plays a RAD message. The caller may be prompted with the option to dial out
    • Skip—does not play a RAD message but leaves the caller in the queue
    • Divert—transfers the caller to the number programmed in the DTMF Receiver Unavailable Answer Point Directory Number field
  7. After DTMF Receiver Unavailable Answer Point Dialable, enter the desired directory number. For numbers longer than seven digits, program this field as a speed call.
    Note:

    To use the DTMF Receiver Unavailable Answer Point Dialable option, the DTMF Receiver Unavailable Action field must be set to 'Divert'.

  8. Click Save.
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