Agent Whispers/Greetings

[Rich Mckevitt]

Hi - We are running MIVB 9.1 SP2 alongside MICC 9.3.4.0. I have configured everything for Agent Greetings and can hear the greetings announced to the agent upon answering a call, however the greeting prompt is played about 5 seconds in to the call. I cant see any timer on anything around this! Am I missing something?

Cheers in advance

Rich

Many thanks Richard

 

[Billz66]

What kind of trunks , are they sip - perhaps there is something else delaying the audio path?
- assuming that there is no delay at the start of the agent greeting

we dont use this much and on the sites we have got it we have had some similar complaints that the message isn't heard quick enough and the agent is already talking to the customer by the time they hear it

If I never did anything I'd never done before , I'd never do anything.....

 

[Rich Mckevitt]

Yeah just standard SIP Trunks - I have been through all settings and I am stumped - I do sometimes wonder who signs things off at Mitel when new features are installed!

Many thanks Richard

 

[Billz66]

there are a couple of KMS articles
this one looks promising

Agent Whisper - Delay in hearing the Agent Whisper Announcement Document ID SO3638

Symptoms
Agent Whisper Announcement can encounter approximately ~ 2 second delay from Agent Answer to Playing Prompt
Environment
MiCC Contact Center Business Edition 8.1.X.X and 9.0.X.X
Cause
InQueueDataServiceSleepTimer default value set too high.
Resolution
Make the following change in the Global Applications Settings

Run the GlobalAppSettingsEditor.exe application located here C:\Program Files (x86)\Mitel\MiContact Center\Services\ConfigService\GlobalAppSettingsEditor.exe

Add an Entry as follows and save the change

Application: prairieFyre.Services.EnterpriseServer.exe
SectionGroup: appSettings
Name: InQueueDataServiceSleepTimer
Value: 1
Description: Default 1000

Once you have saved the change, restart all of the MiCC Services and then place several test calls to test the Agent Whisper Feature.

If I never did anything I'd never done before , I'd never do anything.....

 

[Billz66]

and this one

Solution - Agent Greetings audio prompt delayed by several seconds after answering call Document ID SO6676
Symptoms
There is several second delay from the time the agent answers the phone to the time the audio for the agent greeting announcement is heard.

Routing UPiQ logs show similar and the highlighted lines show an attempt to tap a call, a timeout, and then repeated twice more.
After the 3rd timeout the audio prompt plays but this is now several seconds into the call.

Info: 2021-Oct-28 13:30:13.213 prairieFyre.Routing.Mitel.Mitel.MitelPreAnnounceDevice - Updated Current MiTAI state: [DIALING] (5113 - 10.201.9.1)
Info: 2021-Oct-28 13:30:13.213 prairieFyre.Routing.Mitel.Mitel.MitelPreAnnounceDevice - Successfully processed MiTAICallControlEvent [CallDeliveredEvent] - [GlobalCallID = A419590E7C7800B10336]. (5113 - 10.201.9.1)
Info: 2021-Oct-28 13:30:14.729 MitelHelper - Could not find a match for GlobalCallId: [A419590E7C7800B10330] so we will retry again after: [500] ms. Retry: [1] of [3]... (5113 - 10.201.9.1)
Info: 2021-Oct-28 13:30:16.260 MitelHelper - Could not find a match for GlobalCallId: [A419590E7C7800B10330] so we will retry again after: [500] ms. Retry: [2] of [3]... (5113 - 10.201.9.1)
Info: 2021-Oct-28 13:30:17.791 MitelHelper - Could not find a match for GlobalCallId: [A419590E7C7800B10330] so we will retry

Environment
MiContact Center Business 9.3.3.0 or higher

Cause
The IVR system can pass variables to the Agent greeting workflow and there is a built in retry and delay mechanism in place to allow time for those IVR varaibles to be passed to the UPiQ workflow for processing in the agent greeting workflow. Audio will not play until the max retry attempts is reached. The default value is 3 and the delay is 500ms on the timer, and a few hundred milliseconds with the code (not controllable by the timer)
Resolution
You can adjust the number of retries and the length of the delay with setting sin the Global Application Setting Editor

How to use the Global Application Setting Editor:

https://mitel.custhelp.com/app/answers/answer_view/a_id/1009565/loc/en_US

Launch GASE and add the following:

To Limit Retries:

Application: RoutingUPiQService.exe
Section Group: Mitel.Routing.Mitel.Properties.Settings
Name: GetTransferredCallMediaRecordMaxRetryCount
Value: 0
Comment: 3 is default, 0 turns off retry

Changing the number of retries is generally sufficient and there should not be a need to adjust the delay.

To change delay value:

Application: RoutingUPiQService.exe
Section Group: Mitel.Routing.Mitel.Properties.Settings
Name: GetTransferredCallMediaRecordRetryDelayInMilliseconds
Value: 500
Comment: 500ms is default - only adjust this if a longer delay is required.


If I never did anything I'd never done before , I'd never do anything.....

 

[Rich Mckevitt]

Many thanks for this - will try option 1 first and see how it looks

Rich

Many thanks Richard