ACD Announcement - Where do you set these up?

[robertsuggs]

I've got a SV8100 PBX with MAT ACD system...

I am pretty new at this, but I can see where to change what announcement number in the CCV, but I cannot figure out where to change those messages?

So, how do I change the announcement recordings? Thank you.

 

[irongladiator]

robertsuggs,
Just looking for clarification.....MAT ACD System? I'm not sure what that is. Do you mean the internal ACD system on the NEC SV8100? (Pic below is from PCPro)

Thanks,
-Iron

 

[robertsuggs]

Correction, I have the SV8500 PBX. Pictures of the ACD are below. When I go into the ACD, it open CallCenterWorX. Hope this helps.


PCPRO ACD in menu

CCV from CallCenterWorX

 

[irongladiator]

robertsuggs,
The NEC SV8500 is a system I have zero experience on or exposure to. My apologies, good luck on your quest. (If it was the NEC SV8100 I may have been able to assist.)

Thanks,
-Iron

 

[PFD45]

Try running LADT (for announcements) in PCPro to see what Route and Trunk the Announcements are.

They may be recorded on 4DAT cards.

If so, there are feature access codes to play and record them from a phone.

 

[belevedere]

You have internal ACD. You also have quite a bit of work to do before you even think about making changes.
First, go into the ACD MAT, then list out the pilot numbers. Find the one that is feeding the group you want.
EX: 2000 goes to sales. In the pilot data it will point the pilot number to either a weekly/daily table or straight to a CCV. If it's a weekly/daily table, then you need to go there next. In there it will point to a CCV. Once you find the proper CCV, go to it in the ACDCCV command. There you will find a set of instructions. within those it will reference an announcement number. Go back to the MAT commands and list out LADT. There it will reference a trunk route and trunk on a DAT card corresponding to the announcement number found in the CCV. Next, you need to find out what the access code is to record/play/delete the announcement. List out LSPA, access codes. Look for a code set to 66 (record) and 68 (Play). Assuming the feature class of service allows recording announcements, you can go off hook and dial 68 + TKRT + TK to listen to the current message. Use 66 to record.
EX: RT 4, tk 3 = the announcement trunk you want to change.
Dial 68 + 004 + 003 to listen to it.
Dial 66 + 004 + 003 to record it.

 

[robertsuggs]

belevedere, very helpful, thank you.

I saw that 66 corresponded to #5 and 68 was #6, play, and record respectively.

I am able to record and play the new messages. I do notice that there is a lot of "blank space" at the end of one of the recordings. I'm wondering that when I record it just overwrites the previous message, but only the length of the new recording. Seems like maybe I need to delete the message and then record new?

Any help would be appreciated. When I go to LSPA, how do I figure out what all the codes and numbers mean? For instance, 66 is record, but where is documentation to know that?

Thanks again!

 

[belevedere]

For documentation you can search

http://www.wedophones.com.

You are looking for either a command manual or an ACD/CallcenterWorX Enterprise manual. The command is AASP.
As for the timing, first you record the message. Leave a second or two of silence before starting it and ending it. Then play it back and time it. In command AADT you adjust the time allowed for the recording in 4 second increments. So if your recording is 10 sec. then allow for 14 sec. Then in your CCV find the ANNC statement and allow enough time to play the message plus additional time would play MOH afterward. Usually if the message is 14 sec, then allow 30 to 60 sec before the message replays if that is what the CCV has been set for. It will play 14 sec. ANNC plus 16 sec. of MOH for a 30 sec pause in the CCV.