Frequently Asked Questions

  1. Do the number of incoming calls have anything to do with the set-up of the CC Announcer?
    No. The CC Announcer acts independently of the number of calls the switch answers or how many calls ring at the same time. The CC Announcer is set up as a step in the (software) route steps. When all agents in the queue are busy, calls follow the designated routing. When they reach the step pointing to the CC Announcer, real-time statistics from the switch ACD software are run through an algorithm to determine which message to play to the callers.

  2. How is the system configured?
    The basic system comes with one announcement channel for recorded messages and a Message Access Channel (MAC) for recording new announcements. Each queue that will play wait time announcements requires a channel. Additional channels may be purchased at any time; however, on-site installation is required.

  3. How do the calls get from the switch to the CC Announcer?
    The call is handled by the customer's switch. The switch route steps are programmed to present the call to the CC Announcer as specified by the customer when all agents in queue are busy. The CC Announcer messages reach the caller over an analog port, set up as a non-dialable extension in the CC Announcer software.

  4. What happens if the CC Announcer fails?
    If no electrical pulse is sent back when the call is presented to the CC Announcer (meaning that the CC Announcer is down), the switch moves the call to the next step in the route steps. Typically, this next step is music-on-hold. If the switch does not send ACD updates, the CC Announcer plays the Default message. In either case, the caller is not aware of any problem.

  5. What is the methodology for coming up with a wait time?
    The calculation uses a proprietary algorithm that takes into account both "real world" analysis of averaged wait times as well as an operations research-based queuing theory. Weighting between the two methodologies is done to provide the most accurate wait time for each specific site.

  6. Is there a way for a caller holding in queue to hear informational messages?
    Yes. The Interstitial option allows the rotation of informational messages to be played between music, while a caller is on hold. This option removes the need to juggle monthly tapes to bring in fresh information to callers. It allows you instant access, via your telephone, to record any information that may interest your callers. Messages are specific to a queue, and require a channel.