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Voicemail Pro Installation and Maintenance Page 280
15-601063 Issue 22e (16 May 2010)IP Office Release 6
5.3.8 Customizing a Hunt Group Call Flow
Voicemail Pro allows for customization of queuing operation through the use of Queued and Still Queued start points,
either specific to a particular hunt group or default for all groups.
The Queue ETA and Queue Position actions can be used to provide callers with queue information and then place
them back in the queue. Within a Queue or Still Queued start points call flow, the default action for any unlinked results
is to place the caller back in to the queue rather than disconnect the caller.
· Incoming Call Route 'Priority'
The IP Office supports a configurable Priority setting (1, 2 or 3) on Incoming Call Routes. Calls assigned a high
priority are moved up any call queue ahead of those with a lower priority. The use of this feature is not compatible
with Queue ETA and Queue Position messages as the spoken queue positions and ETA for some callers may be
overridden by calls with a higher priority. For example, a caller might hear that their queue position is 5. If a call is
received on an Incoming Call Route with a higher priority, the next time the queue position is heard their queue
position could be 6, further back in the queue.
· Synchronized Announcements
If the option Synchronize Calls is enabled for the hunt group announcements within the IP Office configuration,
actions other than speaking recorded prompts are not supported in custom Queued and Still Queued start points.
Further customization can be applied using actions such as a Menu action to let the caller select, for example, to
leave a message, be transferred to another number or return to the queue.
The Voicemail Pro variables, $QTIM, and $POS , can be used to further customize the Queued and Still Queued call
flows.
· $QTIM: Queued Callers Estimated Time to Answer
If used in a prompt list, will speak the callers' estimated time to answer (ETA). For example, "Your estimated time
to answer is 5 minutes." If used elsewhere, such as in a condition, returns the ETA in minutes as a simple numeric
value.
· $POS: Queued Callers Queue Position
If used in a prompt list, will speak the caller's queue position, for example, "You are in queue position 2." If used
elsewhere, such as in a condition, returns the caller's queue position as a numeric value.
· $TimeQueued
IP Office 4.1+ and Voicemail Pro 4.1+. Holds the length of time, in seconds, that the call has been part of a
particular hunt group queue. Only available when using Queued and Still Queued start points.
· $TimeSystem
IP Office 4.1+ and Voicemail Pro 4.1+. Holds the length of time, in seconds, since the call was presented to the IP
Office system. Only available when using Queued and Still Queued start points.
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