play announcment on DDI calls

[kieranmc]

We have a lending department and the guys there take customer calls to their DDI as well as ACD calls. With the ACD calls there's no problem playing an announcement warning the caller that calls may be recorded. But the lending manager has asked me if we can automatically play the announcement on calls to their DDIs also. Way too difficult for them just to state this verbally of course! I've suggested using the conference button to play the announcement, but that's a bit clumsy. I'm thinking of giving them each a vector and change their station extension to a VDN, and play the announcement in the vector before routing the call to a new non-DDI station I'll set up for each. Is this inefficient, or is there a better way?

 

[mikeydidit]

I think you could just change their coverage paths for outside calls to route back to the VDN you have in place. Would make it easy on both of you. Add a next linkage for the second coverage path have it 1 ring to the VDN. Your done...

"A people that values its privileges above its principles soon loses both."
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[SF0751]

Have you thought about using Direct Agent Calling (DAC)?

Direct Agent Calling (DAC) is an EAS feature that lets a caller:
* Contact a specific agent instead of a skill hunt group
* Queue for the agent if the agent is on a call
* Use Agent LoginID for callbacks and transfers
* Hear system wide direct agent delay announcement while holding
* Follow the agent's coverage path, if the call is not answered immediately
DAC allows a call to a specific ACD agent to be treated as an ACD call. Zip-tone answer, ACW, and other ACD features can be used with direct agent calls. If an agent is logged in but is not available, the call queues for that agent. If the agent is not logged in, the call follows the agent’s coverage path. EAS Direct Agent Calling is accomplished by dialing the login with the proper class of restriction (COR) settings. Both the caller (that is, trunk, VND, or station) and the agent must have the direct agent COR settings. [b]Customers might call an agent directly using Direct Inward Dialing (DID) if the agent’s login ID is a published number[/b], or customers might dial a toll-free number and be prompted for the agent’s login ID extension. Vectors can be designed to handle the Call Prompting function.
Note: DAC requires CallVisor Adjunct-Switch Application Interface (ASAI) or EAS. Both originating and called party Class of Restrictions (CORs) must be set to allow Direct Agent Dialing.

Direct agent calls have two important advantages:
* They reduce the need to transfer callers who want or need to speak with a certain agent, such as the agent spoken to on a previous call.
* They provide more accurate reporting of calls, because CMS counts direct agent calls as ACD calls. In this way, agents get proper credit for taking them. By comparison, calls transferred to an agent are not counted as ACD calls.

Susan
“Before you criticize someone, you should walk a mile in their shoes.
Then, when you criticize them, you are a mile away ...
and you have their shoes.”