Configuring Announcements
This tab contains a list of Announcement Server profiles for call queuing and announcement services.
A new announcement server profile can be added by clicking on the ‘Add’ button in the ‘Announcement Server’ list, and an existing one can be deleted by clicking on the ‘red bin’ icon.
Announcement Server
- Name – The name of the CCS Announce profile.
- Incoming Calls - This drop-down allows the user to decide if announcement ports will be assigned based on first to last, last to first or longest available.
- Outgoing Calls - This drop-down allows the user to decide if announcement ports will be assigned based on first to last, last to first or longest available.
- Default Queue – Queue to use if no other queue matches.
- Volume– Increase or decrease the audio level when announcements are being played.
- Use Call Pickup Mode – When enabled, unanswered queue calls ringing at the agent will be picked up by the port using the ‘Call Pickup Code’. If this option is disabled, the pickup will be attempted using CTI which may not be supported in most CTI implementations.
- Call Pickup Code – Code used for direct call pickup in a PABX.
- Reconnect Code – Digits to reconnecting a failed transfer with CCS Desk Mobile.
HMP
- HMP SIP Ports – Enables CCS Announce integration with HMP.
- SIP PABX IP Address – Sets the SIP PABX IP Address to use.
- Host IP Address to use – Sets the host IP Address to use.
- Copy Password from first port to all other ports – Copies the set password on the first port to all other ports.
- Set All Passwords to extension number – Sets all passwords to extension number.
- Requires Spare Channel– Spare SIP channels are required when performing certain call functions with HMP.
The ports below are a reflection of the configuration in the next section. Double click on each port to open the HMP Port Editor.
- SIP Server– The IP address of the SIP host, usually the PBX itself.
- SIP Device– The extension number.
- SIP Username– Must be entered with the authorized username for each SIP device.
- SIP Password– Must be entered with the password for each SIP device.
DTMF
- DTMF On Duration – Length of time between dialing each digit and length of time for each digit.
- Flash Duration – Duration of hook flash.
- Call Transfer String – This is always set as displayed.
- Ampersand ‘&’ – Hook flash.
- Comma ‘,’ –Pause.
- %s – Device number.
- Pause Duration – Length of pause in the transfer.
Tones
- Disconnect Tone Detection- If required the disconnect tone settings is needed to be configured to match the settings in PBX.
In-Band
CCS Q may receive digits from certain PABX systems to identify where the call is forwarded from. The digits are then used to identify which queue the call is for, by matching them against the Queue In-Band Identifier value.
- First Digit Wait Time – Time before first digit.
- Inter-Digit Wait Time – Time between digits.
- Total DTMF Wait Time – Total time for number dialed.
- DTMF Disconnect Code - If CCS Announce receives the code entered here during the sequence of the call, it will take that to mean that the PABX has disconnected the call.
Identifiers
Identifier – Defines how the digits from the PABX specify which queue the call is for. In the above example, any 3 digit number starting with a 7 can be used as an identifier.
Announcement Ports
This lists the Dialogic ports assignments.
A new announcement port can be added by clicking on the ‘Add’ button in this list, and an existing one can be deleted by clicking on the ‘red bin’ icon.
- Dialogic Port – The port number on the Dialogic board / HMP.
- PABX – The PABX integration profile of the device connected to the Dialogic port.
- Device – The device number connected to the Dialogic port.
- Direction – Specifies whether this port is for incoming calls, outgoing calls or either.
- Number of sequential ports to add – When creating a new port, this feature helps to create additional x ports assuming the device connected to the subsequent ports is sequential. In this above example, it will assume that port 4 is connected to 332; port 5 is connected to 333 etc.
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The structure inside this folder must follow the following rules:
The Queue sub-folder must be named Qxxxx where xxxx is the ID of the queue, as shown in CCS Desk Manager – Queues list.
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CCS Desk Manager Queue Announcement tab can be used to manage the process of copying various audio files into respective queues. Before copying the new file, this ensures the audio format is correct and creates a backup of any previous greeting files.
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