TTY Auto Reply 1

[carebearinpa]

Looking for Suggestions
My company is looking to phase out TTY numbers. We have 2 machines, but rarely is the call an actual TTY call. Usually it's a wrong number. Most hearing impaired calls come through our main number via a relay service.
- I thought I could program an auto reply on the machines directing callers to use relay service, but am unable to locate a manual, even online.
- PBX is Avaya Aura R016x.02.0.823.0

Ideas?

 

[Stinney]

You can do this with an announcement.

Download Cisco's (sorry, yes, it's a Cisco product) TTY Maker here:

http://www.ciscounitytools.com/Applications/General/TTYWAVMaker/TTYWAVMaker.html

This allows you to type in a message and it will export a wav file that is a TTY message that will play.

Then just set up the number to route to a vector and play the announcement.

I've deployed this a lot. We used it to filter out non-TTY callers because of the same issue you are facing with non-TTY callers calling the wrong number.

We had a message up front that said, "Please hold during the tones", then we play the TTY message that said, "Thank you for calling XYZ company, please press 1 to continue". This was followed up by a message that played an audible message that said "You have called a TTY line at XYZ company, please call XXX-XXX-XXXX if you wish to speak to a customer service representative" and then hang up the call. I suppose you could tell them to press 2 or something else to transfer to the right number if you wanted to be nice.

We confirmed that using a TTY device, you can dial and send a 1 to proceed and would send that call to our TTY devices.

- Stinney

“The man who asks a question is a fool for a minute, the man who does not ask is a fool for life.” - Confucius

 

[carebearinpa]

This is great. Thanks so much!