This feature provides the ability to play greetings through a voice mail port (RAD port), eliminating the need for external tape machines or other audio-playing devices. RADs are commonly used to automatically answer incoming calls and deliver pre-recorded messages such as "All of our representatives are busy helping other callers, please continue to hold to maintain your call priority." When the RAD message finishes playing, the caller usually hears Music on Hold while waiting for an agent to become available. RAD messages may also give the caller information, which answers their questions, thus resulting in a 'good' abandoned call. They may also provide advertising or promotional information to callers while they're waiting for someone to take their call.
NOTE: While a RAD greeting is being played, key presses are ignored unless Dial Out of an ACD Queue or Dial Out of Queue (applicable only to endpoints with Call Coverage Services) is enabled.
You can have up to 200 RAD greetings.
From this pool of greetings, you can create up to 30 RAD greeting sets (10-39). Each RAD greeting can be assigned to a voice mail port.
Each greeting set can have one (1) to five (5) greetings, played in sequence. The set is played the number of times specified, then the port hangs up.
A greeting can belong to more than one set. A set can have multiple instances of the same greeting.
You can record or download RAD greetings in any desired language, although callers cannot choose the language they want to hear as they can for bilingual system greetings.
Any number of voice mail ports can function as RAD ports.
RAD ports can be used in conjunction with ACD.
NOTE: When a voice mail port is used as a RAD port, normal voice mail options are not available for that port.
Two or more ports can share the same set or subset of greetings. Shared greetings are common in ACD applications. For instance, ACD groups, each serviced by a separate RAD port, can all use the RAD message "Please hold to maintain your call priority". By comparison, only a Sales ACD group can use the RAD message "Please hold to speak with a sales representative." Combining generic and application-specific messages from different greeting sets in this fashion effectively reduces the number of RAD ports required.
When using a RAD greeting in an ACD path, the playing length of the greeting set is determined by the "Answer Plus Message Length Timer" field in the Class of Service Options form. See Program Recorded Announcement Device (RAD) for more information on programming ACD RADs.
You must have voice mail licenses.
Always leave a voice mail port free to access the Administrator's Mailbox and record greetings.
Voice mail ports used for RAD greetings must not be part of any voice mail hunt group.
When using RAD - Attendant Overflow in a clustered system, the RAD port must be local to the attendant console. If not Calls drop after the RAD message plays.
You cannot make a direct page or group page to an embedded RAD device.
To enable RAD greetings:
Hunt
Groups form
Remove the RAD ports from the voice mail hunt group.
Assign a Class of Service for the RAD greeting voice mail ports, with the following options:
Set "COV/ONS/E&M Voice Mail" to "No".
Set "Recorded Announcement Device" to "Yes".
Set "Recorded Announcement Device - Advanced" to "Yes".
Set "'Answer Plus Delay To Message Timer" to the amount of time to wait before the RAD greeting begins to play after the port answers.
Station
Attributes form
Assign the COS to the DN(s) of the RAD greeting voice mail ports
NOTE: The Users and Services Configuration form cannot be used for to assign the COS.)
To assign the RAD to an ACD path:
ACD
Paths form
Program the embedded RAD as a RAD in the desired ACD path.
- OR -
Hunt
Groups form
Program the embedded RAD into a RAD hunt group and then assign the hunt group to an ACD path (as a RAD) in the ACD Paths form.
To assign a RAD for Trunk Group busy:
Trunk
Groups form
Program the embedded RAD as a Trunk Group Busy RAD.