Call Center Management Guide 95March 2005 Configuring Voice ServicesTypes of Voice Services treatmentsIntroductionThis section describes the four different types of Voice Services treatments:! transfer to a DN! comfort message! prompt/collect digits! voice menuTransfer to a DNThe transfer to a DN Voice Services treatment transfers the call to a preselectedDN.Comfort messageThe comfort message Voice Services treatments are the announcements that playto callers while they wait for an agent. These announcements assure the callersthat they are still in the queue and that their calls will be attended to as soon aspossible.ExampleìThank you for calling the University of XYZ. All operators are busy. Weapologize for the delay in handling your call. An operator will be with youshortly.îPrompt/collect digitsNote: This is a Symposium Express Call Center keycode-enabled feature. Touse this feature, you must have Symposium TAPI Service Provider andSymposium Agent installed, or another agent software that is compatible withSymposium TAPI Service Provider.
