user manual

2 - 10 Call Hold, Transfer, and Screen
Issue 3 EliteMail VMS/EliteMail Limited
Playing Music-On-Hold Prompts
To play music on hold, the system plays 10 prompts in round-robin
sequence to callers who are second in line or further back in the queue.
Only the first music-on-hold prompt comes prerecorded. It contains piano
music by Mozart. You may, however, record additional music-on-hold
prompts in the same manner that you record other prompts and voice
fields. For details, refer to Chapter 15 Recording Voice Fields.
If multiple music-on-hold prompts are recorded, the system plays the
entire series of prompts to each caller who remains second in line or
further back in the holding queue.
Each time the voice mail system finishes playing one music-on-hold
prompt, it asks if the caller wants to continue to hold, then plays the next
music-on-hold prompt in the series. The voice mail system skips
unrecorded music-on-hold prompts. After the voice mail system plays all
prompts, it cycles back to the first music-on-hold prompt.
You may want these music-on-hold prompts to contain music of your own
choice, promotional messages, or information pertinent to your particular
use of call holding.
A music-on-hold prompt between 20 and 60 seconds is recommended to
make the holding conversation flow better with the caller. If the music-on-
hold prompts are too short, the caller is asked too frequently to press a
tone to remain on hold. If prompts are too long, the caller may hang up.
The caller position in the holding queue does not affect which music-on-
hold prompt the caller hears. The first caller does not hear the music-on-
hold prompts. Each caller second in line or further back hears the entire
sequence of recorded music-on-hold prompts, if the caller stays in the
holding queue long enough.
Also Refer To:
Section 2 Call Transfer on page 2-11
Section 3 Screen Calls on page 2-16
Chapter 9 Messages
Chapter 15 Recording Voice Fields
Chapter 20 Subscribers
Chapter 21 Switch Setup
Chapter 24 Transaction Boxes
Chapter 25 Voice Detect
EliteMail VMS/EliteMail Limited Voice Mail User Guide # 750178-0