Group Announcements

Description

Group Announcements is a Call Coverage Service available for the following groups and termination points that can have call coverage services assigned to them:

Two announcements can be provisioned in the Call Coverage Services form and played to the caller queued to the group. When the call is placed in a queue, the caller hears ringback tone until the "Recording 1: Delay to Start" timer expires. At this point, the caller is connected to the Recorded Announcement Device (RAD), as defined in the Recording 1: Directory Number field, and listens to the first announcement. The second announcement, if provisioned, will be played after "Recording 2: Delay to Start" timer expires. The last played recording can be repeated at specified intervals for as long as the caller is in a queue. Between the announcements, the caller is connected and listens to the system's Music on Hold (MOH).

NOTE: If the "Recording 1: Delay to Start" timer is not configured or the "Recording 1: Directory Number" is invalid, the caller will not hear any announcement, even if all parameters for Recording 2 are configured properly. See Conditions and Feature Interactions below for details.

NOTE: As of MIVB 9.1, it is highly recommended that customers use this feature instead of the legacy Attendant Overflow feature.

The following group and device types can have announcements (RADs) configured:

• IP, ONS, and SIP Phones

• Key Systems

• Multi-line Broadcast Group A directory number programmed to appear on multiple devices constitutes a broadcast group. There are two types of broadcast groups: Non-Prime Line and Prime Line. A Non-Prime Line group is a directory number programmed on one or more devices that is not the prime line on any device. A Prime Line group is a directory number programmed on button 0 of a phone. Server-based variants of MiVoice Business that use x86 processors, MiVoice Business for Industry Standard Servers MCD-ISS), Multi-instance MiVoice Business, and Virtual MiVoice Business, up to 250 appearances of the directory number can appear on one or more devices. For all other 3300 ICP/MiVoice Business call control platforms, up to 32 appearances of the directory number may appear on one or more devices.s

• Hotel Room Extensions

• Suites

• External Hot Desk User (EHDU) and EHD Agent (only if called directly)

• 5540 Attendant Console and MiVoice Business Console

NOTE: It is recommended that announcements are not provisioned for endpoints (such as, FAX machines or modems) that require a clear end-to-end media stream (IP or TDM) for handshaking negotiation process. The announcements may interfere with this process.

Conditions and Feature Interactions

• The announcement will not be played if the configured Directory Number references an invalid destination (RAD). A valid RAD is any digit string that translate to a RAD Hunt Group, ONS RAD port, or a MiNET RAD port.

When the announcement destination references a local destination, the caller will hear the RAD (if it is in service and can be seized).

These conditions also apply to calls forwarded or transferred to a destination that supports announcements.

NOTE: If the digits translate to a resilient DN hosted on the node that performs the translation, the local destination will be attempted. RAD Hunt Groups (not resilient) must be provisioned on each node that requires announcements, using local-only DNs.

• The announcements will not be played for calls queued to emergency ring groups.

• For external trunk calls, the MiVoice Business system sends an acknowledgment message to the trunk before the announcement is played to the caller.

• If the call is answered while the announcement is playing, the RAD message is cancelled and the call is connected.

• If a Recall or Attendant Maintain Ringing Party During Recall occurs while the announcement or MOH is playing, the recording is cancelled and ringback tone is applied.

• Toll fraud cannot occur while the caller is listening to an announcement.

Operation

None

• Call Coverage Services