Dynamic RAD messages

Dynamic RAD messages enable a group of IVR Routing ports, shared by multiple hunt groups, to play different RAD messages to callers waiting in queue. For example, if hunt groups for a Sales queue and a Customer Service queue share a port, a workflow using Dynamic RAD messages enables the shared port to play a Sales greeting to the Sales queue and a Customer Service greeting to the Customer Service queue. Because Dynamic RAD messaging reduces the number of ports required to play messages, it is a cost-effective means of tailoring greetings to queues. For more information on configuring RAD messages for playback, see "Configuring RAD messages for queues".

Note:
  • To ensure the expected Dynamic RAD functionality, we recommend that you configure each hunt group to begin its search starting on different extensions. See "Adding extensions to hunt groups".
  • Dynamic RAD messages can only be used within RAD workflows.
To use Dynamic RAD messages in workflows, you must ensure that
  • Media server configuration is complete. Dynamic RADs require that all hunt groups, extensions, and Class of Service options are populated with data from the 3300 ICP. For more information on configuring media servers, see "Adding 3300 ICP media severs".
  • The Class of Service provisioned in the PBX for Dynamic RADs must have Do Not Disturb set to Yes. See "Editing Class of Service options".
  • Full Synchronization is completed. For information, see "Performing Synchronization".
  • Extension configuration is complete. Dynamic RAD messages require that each IVR Routing port playing the messages is set to RAD port 5020 IP. You must also enable Trusted Service Level for the relevant extensions. See "Configuring extensions".
  • Hunt group configuration is complete. Dynamic RADs require hunt groups to be configured as RAD hunt group types and that the appropriate RAD extensions have been added to the hunt groups you will use in your workflow. See "Configuring hunt groups".
  • If you using are an IVR Routing instance on a Remote Server, ensure that remote configuration is complete. Dynamic RAD messages require that the relevant ports are specified as remote ports and assigned to the Remote Server. See "Configuring extensions".
  • You have configured the necessary prompts for your RAD messages. See "Configuring prompts".
  • You have associated the workflow to the ports (extensions) that will play the RAD messages and to the appropriate hunt groups. See "Associating workflows to devices".
  • If you are using multiple, un-teamed NICs, you have selected the appropriate MiTAI Binding IP address. See "Configuring extensions".

For a demonstration on how to build a workflow that uses Dynamic RAD messages, please see the following Mitel Knowledge Base article: http://micc.mitel.com/kb/KnowledgebaseArticle51476.aspx.

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