Queue AnnouncementStep By Step Programming Guide

Rev0.1 6 Aug., 2013

22

Overview

3

Overview

MPR(192.168.0.101)DSP(192.168.0.102-105)

Extension No.201CLIP : 4770201

NS1000

V-SIPGW Loopback

Virtual CO

DID table: 4770201 -> 201 4770202 -> 202 4770203 -> 203 4770204 -> 204 4775801 -> 5801 (DISA)

Extension No.202CLIP : 4770202

Extension No.203CLIP : 4770203

CustomerCLIP : 4770204

Queue Announcement NS1000 Ver3.0 supports the queue position announcement feature. 1. Customer make a call to “4775801” 2. DISA5801(OGM1) answer the call. (Customer hear the OGM1) and this call is queued 3. Customer hear the followings, Queue position and waiting time -> MOH -> OGM2 -> MOH –

4. Customer press “1” during hear OGM2, then leave a message.

ICDG601

4

Overview

ICD Group QueuingTalk with Agent

DISA Message 5801

Hello this is Panasonic Bank . This call is recorded in order to improve our service.

One agent becomes idle.

Mailbox for the ICD Group

DISA No Dial to ICD

CustomerIncoming Call

No

YesICD Agent Idle?

Queuing announcement10 other people are waiting to connect. And your estimated wait time is around 10 minutes

DISA Message 5802If you want leave message, dial 1 to leave voice message.

UM Mail box

Custom Services

Interview BOX

AutoAttendant

MOH

MOH

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Step by Step Programming

6

1. Set ICD-G Members 1-a. Select “1.Group Settings” in “5. Incoming Call Distribution Group” 1-b. Click “Member List” 1-c. Assign “101 and 102” in Extension Number for ICD Group No.601 1-d. Click “OK”

1-a

1-b

1-c

Set up of ICD-G

1-d

7

2. Set Queuing Time Table 2-a. Select “Queuing Time Table” 2-b. Select “Table1” for Day/Lunch/Break/Night 2-c. Click “OK”

2-a

2-b

Set up of ICD-G

2-c

8

3. Set Queuing Time Table 3-a. Select “2.Queuing Time Table” in “5. Incoming Call Distribution Group” 3-b. Set “Sequence” for Table1as follows, Sequence01 : Queue No. and Time, Sequence02 : Wait 10s, Sequence03 : OGM02, Sequence04 : Wait 10s, Sequence05 : Sequence01 3-c. Click “OK”

3-a

3-b

Set up of ICD-G

3-c

9

Set up of DISA

1. Set DISA Message 1-a. Select “2.DISA Message” in “5. Optional Device - 3. Voice Message” 1-b. Assign “601” in Dial 0 of OGM Number1 1-c. Assign “500” in Dial 1 of OGM Number2, then click “OK”

1-a

1-b 1-c

10

Set up of DISA

2. Set DISA System 2-a. Select “1.DISA System” in “5. Optional Device - 3. Voice Message” 2-b. Select “to AA-0” for “Intercept when No Dial after DISA answers 2-c. Click “OK”

2-a

2-b

2-c

11

Set up of DISA

3. Set No Dial Intercept Timer 3-a. Select “3.Timers & Counters” in “2. System” 3-b. Select “DISA / Door / Reminder / U. Conf” 3-c. Assign “No Dial Intercept Timer” to “2”, then click “OK”

3-a

3-b

3-c

12

Record of DISA Message

1. Record DISA Message Manager Extension call as follows, then record message

5801/5802

Note) The following is how to enable manager function

13

Create mailbox for ICDG601

1. Create mailbox601 1-a. Select “1.Quick Setting” in “UM Configuration - 1.Mailbox Settings” 1-b. Click “+” 1-c. Assign “601” for Mailbox Number and Extension 1-d. Click “Edit” of Mailbox Password and enter “1234”, then click OK 1-e. Click “Apply”, then Click “OK”

1-a

1-b

1-c

1-d

1-e

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Appendix

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Appendix - Other settings

Note ) 1) Normal announce Mode Currently all agents are on the phone. XX caller is waiting, and Estimated waiting time is around XX minutes.

2) Over threshold time Mode Currently all agents are on the phone. XX caller is waiting, and Estimated waiting time is more than YY minutes (YY: Data in Threshold time table)

3) UM System Guidance When you upgrade system software from older version, need to upload System Guidance from https://www.pccknowledge.com/pbx/ Note: For Testing use UK English

User can set up estimate waiting time calculation method, Special greeting timer and language of queue announcement as follow

<1.Configuration> -> <3.Group>-> <5.Incoming distribution> -> <3. Miscellaneous>

User can Select either Average waiting time or Fixed time for calculating estimated waiting time. If user chose Fixed, user can enter fixed time

User can set up Threshold time for Special announcement. If exceed this time against estimated waiting time, Announcement will change from `around` to `more than` (See Note1,2)

User can select Language of Queue info announcement 　 (See Note3)

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END

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Modification

20130806-00 Queue Announcement SetUp_SBSGuide_Rev0.1_6Aug2013 Odaguchi.pptx Initial Draft