Programming instructions

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DX-120 Programming Manual BASIC EXTENSION PROGRAMMING TASKS
Assigning Recording Announcement Devices
Recorded Announcement Devices (RADs) are third-party ancillary analog message devices connected to specially
programmed analog ports, for the purpose of playing announcements while callers wait for their call to be answered.
This feature is part of the UCD group call distribution process.
HINT
Also see...
• Programming Uniform Call distribution (UCD) Groups
• A typical RAD message is, “Please continue to hold. Your call will be handled in the order in which it was
received.” The significant advantage of these announcements is the software control of callers waiting in queue
for a UCD agent to become available.
• A caller can be played messages to assure them that they are still in queue and not forgotten while the system
maintains the queue priority.
• The following conditions apply to setting up Recording Devices.
- When analog RAD devices are used, the system stacks multiple queued callers in queue for message
playback. When the analog port is available to handle another call the next call in RAD queue hears the
recorded message. (This does not affect DX-120 Voice Integrated RAD.)
- When multiple analog RAD devices are required to handle high call traffic, these RAD devices (with the same
recording) can be placed into a UCD group set for attribute “V.A.”
- When this is done, the Overflow Destinations and Reroute Destinations are programmed for that UCD group
number (not the individual analog port numbers connected to the RAD devices).
- UCD queued callers who are routed to Overflow Destination – RAD devices remain in UCD queue. When a
UCD agent answers the queued ringing call, the system removes the call from the UCD queue and connects
it to the UCD agent.
- If a UCD queued caller is listening to a RAD message when the agent answers the UCD call, the system
immediately delivers that call to the UCD agent and releases the RAD device port.
• The DX-120 enhances this function significantly through the use of integrated RAD messages as part of the voice
mail implementation. When you install the optional DX-120 Voice Mail into the DX-120 system platform, RAD
announcement space is allocated for each of the UCD Group Overflow and Re-route Destinations. This
significantly reduces the cost and complexity of applying this function to UCD operation.
REVIEW THE SITUATIONS BELOW AS WELL AS THE PROCEDURES SHOWN FOR EACH:
Using Third Party RADs Connected to VA Type Analog Ports...
1) Program the analog ports connected to the RAD devices as port type VA.
2) Program the VA type analog port directory (extension) number as the Overflow (1 and/or 2) for the UCD
Group.
High Traffic is Expected for the UCD Group RAD Destination...
1) Program the VA type analog port directory numbers in a specific VA UCD group (see “Setting Up UCD
Voice Announce (VA) Groups” on page 358).
2) Program the selected VA UCD group as attribute VA.
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