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Purpose: This process will clarify the steps required when performing changes in the IVR Admin Application to change the RAU Messages for both English and Spanish Skills in 1-800-MEDICARE.

Background: Using the Admin Application to change the Announcement Database, Vangent/CMS can control the inbound call wait time of calls in Queue for 1-800-MEDICARE.

*Note: RAU Messages should be deployed or changed only when a request is submitted from Vangent or CMS.

Vangent will send us the English and Spanish message numbers to be deployed. Below are the message numbers along with the messages recorded in them.

Message 1010 (to be used when no announcements are desired-both English/Spanish)

¼ second of silence

Message # 1007(English upfront message).

Did you know that the seasonal flu can be very serious for people age 65 and older? Stay healthy this flu season – get your flu shot now.

Message # 1450 (for English upfront RAU announcements when longer than normal wait times is required)

We are currently experiencing longer than normal hold times. If your call is not urgent, you may wish to call back at a later time.

Message # 1008(Spanish upfront message) Sabía usted que la gripe de temporada puede ser peligrosa para las personas mayores de 65 años? Manténgase saludable durante la temporada de gripe - vacúnese ahora

Message # 1455 (for Spanish upfront RAU announcements when longer than wait times is required)

Actualmente estamos experimentando más tiempo de espera de lo normal. Si su llamada no es urgente, quizás desee llamar más tarde.

Announcement Database change

STEP 1: Dial into the IVR Admin Application – (866) 383 6166.

STEP 2: When prompted for Authorization Code enter 987654.

STEP 3: You'll then get routed to the MAIN MENU. Select 0 for Announcement database.

STEP 4: In the announcement database the choices are –

Select 0 to Query the English and Spanish message numbers

Select 1 to...