RAD greeting sets

[KurpeusLondon]

Hi guys,

I'm trying to define greeting sets. The issue is when I call the ACD path all my messages from a greeting set are played with no delay between them.

What I would like is these messages to be played in sequence and equally paced within the greeting set

So on VM port 1 , RAD set 10: [RAD1, RAD2, RAD3, RAD4]

RAD1 : welcome to XXX
wait 20s
RAD2: busy, please wait
wait 20s
RAD3: busy, busy, wait more!
wait 20s
RAD4: Ok you can leave a voicemail.

and all of this is only using one vm port.

Thanks

 

[kwbMitel]

A RAD greeting set is designed to play the way you have noticed. 1 after the other with no spaces. This is so that the whole can be perceived as 1 message while allowing individual potions to be independantly re-recorded.

You have 2 choices.
- Record the silence that you want between messages.
- Redesign your system to use RADs properly

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What's most important is that you realise ... There is no spoon.

 

[KurpeusLondon]

Thanks for your answer.

If I record silence, I won't be able to play the nice music I found

Now my system can only supports 16 vm ports, so that means I can have only 12 differents RAD sets, each one assigned to a vm port (4ports are assigned to voicemail system) ?

 

[kwbMitel]

Was that last a question? If so, could you be more clear in what you are asking?

**********************************************
What's most important is that you realise ... There is no spoon.

 

[Supernova99]

You could record the music as a RAD message

Share what you know - Learn what you don't

 

[KurpeusLondon]

@kwbMitel, no that wasn't a proper question but more like an statement of what I understand, waiting (hoping) for a denial.

@Supernova, Hmm That's quite a good idea

Thanks guys

 

[kwbMitel]

Well, my comment on your comment would be...

16 voicemail ports indicates you have a CX system. (Small system typically under 100 users.) Dedicating 75 percent of your resources to an application designed to placate people while you don't answer their calls seems counterproductive. Instead of designing the system to play nice music I would design it for the calls to be answered.

**********************************************
What's most important is that you realise ... There is no spoon.

 

[KurpeusLondon]

It's more the other way around.

We are a small service provider with many clients, some are direct clients, some are through partner channels. Calls are coming to us and we need to be identified according to our SLAs.

All the calls are going to the same operators but through different ACD path, so we can identify who they are calling.

We don't receive that many calls in the same time, but need to ba able to handle calls in a efficient way.

if that makes sense.

 

[kwbMitel]

If the RADs are for use with ACD. (This is the first you have mentioned ACD) then here is how I would design it.

"We don't receive that many calls in the same time"

VM Port1 1-9 and 16 in the Voicemail group

VM Port 10 Plays Rad Set 10 Rad Greeting 10
VM Port 11 (Same as 10)
Ports 10 and 11 are in 1 hunt group and play the first message. 2 Ports designed to allow for more volume of calls

VM Port 12 Plays Rad Set 12 Rad Greeting 12
Port 12 plays the second message

VM Port 13 Plays Rad Set 13 Rad Greeting 13
Port 13 plays the 3rd message

VM Port 14 Plays Rad Set 14 Rad Greeting 14
Port 14 plays the 4th message and has the Dial out of queu option enabled.

In the ACD path I would design at least 30 seconds- 1 minute between messages. The 4th message would be designed to repeat at similar interval.

All messages are generic and can be played to all callers.

**********************************************
What's most important is that you realise ... There is no spoon.

 

[Mitelpassion]

Kurpeus I dare to guess that you were trying to achieve comfort messages playing at different stages (timer based) while callers are holding.

An ACD path can have up to 4 comfort messages played. Each message is played at a timed interval and the last message can be repeated, again at a timed interval.

In between messages the system will play music on hold. This can be one source i.e default system moh, or defined moh files (in other words different music between messages)

You were trying to do all this by using only the RAD configuration but you should have used the ACD path configuration for this.

This is what KWB is trying to explain. Each message is assigned to a different RAD, assigned to a different RAD set, assigned to a different voice mail port and assigned to seperate hunt groups. These are then defined in the recording fields of the ACD path.