Getting 3 ringbacks before playing Give IVR traetments or voice segmen

[informidicate]

Just installed Call Pilot 4.0 and have IVR and Access ports
defined and aquired in Symposium 5.0
When Give IVR or Play voice Segments I am hearing 3 ringback
tones before it plays the prompts but there is no Wait or
Give Ringback statements in the script. How do I eliminate
the ringback.

 

[Milesprower]

Assuming you are going from from the master to a primary script and playing the announcement first thing in the primary script (for quality control purposes, your conversation may be recorded...), two rings is about as good as it gets.

What commands are you using (GIVE IVR WITH TREATMENT, OPEN VOICE SESSION, GIVE CONTROLLED BROADCAST..)?

If you are using the GIVE CONTROLLED BROADCAST ANNOUNCEMENT, there are a few things you can adjust, but not without some trade-off. You can choose Start/Stop or Continuous operation. Continuous operation will connect quicker, but the caller can come in on the middle of the announcement.

You can also adjust the Broadcast Wait Timer in Global settings. The shorter the timer (10 seconds by default) the quicker the connection (but the more voice ports you will need).

 

[informidicate]

Milespower, thanks for the reply. In response to your question, What commands are you using (GIVE IVR WITH TREATMENT, OPEN VOICE SESSION, GIVE CONTROLLED BROADCAST..)?
Our customer is using all three of the above, if I shorten
the Broadcast Wait Timer you said we would need more voice ports, do you mean access ports or voice ports and what would be an approximate percentage of additional ports we would need versus the amount of time the timer is decreased? we understand that there can be a varible # of ringbacks when using ran annoucements, but the customers concern is with the GIVE IVR WIH TREATMENT and OPEN VOICE SESSION PLAY VOICE SEGMENT. Would a GIVE SILENCE statement
work?

 

[Milesprower]

The broadcast wait timer is the time a caller can wait until a broadcast announcement is played. It only applies to GIVE CONTROLLED BROADCAST commands. The longer a caller waits, the more calls queue up and can be played the announcement. Everytime the timer expires an access voice port is used.

As the default is 10 seconds, you will add almost two ring cycles before the initial announcement is played. It is more of an art than science in judging how long the timer should be. I would cut it to 6 seconds right away and monitor the access IVR ports. It they are not hitting capacity, your can lower the timer some more.

The other announcement commands take a single port for each caller. GIVE IVR uses a GIVE IVR voice port. OPEN VOICE SESSION uses an access port.

Nortel did put out a bulletin on how to shorten wait times between menu choices using access ports in Symposium Scripts. I'll see if I can find it and if there are any other tips.