methods of playing announcements

[m3nl]

Hi all,

I have a question about best practises for playing announcements.

We are running Symposium 4.2, with Meridian Mail and Access. We upgrading during last year and are now slowly adding new scripts.

Current script use:
- Voice Session
- Give RAN
- Give IVR
- Give Controlled Broadcast

My question is when to use these, in what scenario's. I found that using "Give controlled Broadcast" takes sometime before playing the announcement while Give IVR almost plays the announcement immidiatly.

I'm very interested in your experiences.

Kind Regards,

Michel Scheffer
The Netherlands

 

[sandyml]

You have a preset delay timer for Controlled Broadcast. During that time, all callers who should hear a particular broadcast are queued up, and then they all hear the same message on a single ACCESS port. You can change this, but then you will less efficiency (fewer listeners per port). Give IVR is a 1 to 1 setup, one caller hearing a message on one port, not as efficient. Voice Session is also 1 to 1, but used in cases where you are collecting digits or giving an announcement like expected wait time or position in queue. Give RAN is also 1 to 1 unless you have RAN broadcast licenses and configured in your PBX. When to use each one depends on your environment, how busy/average number of announcements/length of announcement/how many ports you have/etc.

 

[Sympology]

My brain isn't up to speed today, so shot me down in flames if wrong.
Give broadcast uses less voice resources. What it does if in the middle of a message and more calls come in, it backs those up until it's finished palying the message. This means if 20 calls are stacked up it plays the same message to all 20 at the same time, so only using 1 voice port.
Voice Session uses on resource per message / user basis. i.e if it's playing a message and another call comes in, it will open a new voice channel and start playing the message. So the same 20 calls will now use 20 voice ports.
However sessions are needed for interactive calls e.g collect didgits.
As a Rule I use give broadcast for desk closed messages, major emergency announcements etc. Voice Sessions for everything else.

Stu..


Only the truly stupid believe they know everything.
Stu.. 2004

 

[KillianK]

If you have a lot of voice channels, i would stay away from give controlled broadcast, can cause a lot of problems if not setup properly. In your ACD-DN in Symposium, your access link properties, global settings, check that the give controlled broadcast is set to 1 or 2 channels, sometimes it can be set to use the maxium voice ports,

Cheers,

Killian,

NextiraOne Ireland

http://www.NextiraOne.ie