9.3 Callcenter Anyone? Delayed response from prompts?

[arznrchrd]

I am first wondering if there is anyone out there who has gone through the ACD upgrade to 9.3 with voice redundancy? If so, I would like to know if you see sometimes a delayed response when responding to a prompt announcement? (.5sec to 1 sec).

So for example, you call into the ACD, you hear the first prompt. You push 1, the system acknowledges that you pushed 1, but the announcement continues for another second or so. In essence, it sounds choppy for a split second after you enter an option.

This never happened prior to 9.3 and we are thinking it is due to the 2 voice systems now. We have our vendor looking into it, but we're curious to see if others experience the same thing.

 

[andyjackson]

I have a 9.3 with redundant voice and haven't noticed anything, the redundancy is only on the initial setup, it copies the file from 1 server to another, check the length of the announcement and then play the announcement and time the speech, I wonder if you have some dead air in there.

Andy

 

[arznrchrd]

You misunderstood me. After the 9.3 upgrade there is sometimes a slight delay when someone responds to a prompt. It is not the announcement. It has been verified with Aspect as an issue and is now being addressed under CQ169478.