Symposium Voice Segments

[MotorCityHerm]

I would like to define the steps taken to setup a voice segment. I use the VS for onhold announcements and promotions and would like to add another. I just don't know know where to start. Can you help?

Noob2Nortel

 

[Milesprower]

If you already have voice segments, adding more is not hard. However, you do need to provide more detail (Call Pilot or Meridian Mail).

Basically, you need to add the message to the voice mail system, record the voice segment, and then create a new script variable for the voice segment on the SCCS/CCMS. Finally you will need to update the script to play the new voice segment.

 

[captaingadget]

Normally all announcements are stored in a single location referred to as an application but is essentially a folder on call pilot. Each announcement is then allocated a unique number within this application. This is normally done in "APPLICATION BUILDER". For example, all announcements could be located in a Call pilot application called “access". Each of the voice segments within this application will be allocated a "PROMPT ID" either automatically or by the creator. Please note that this is just a file name, the actual recording needs to put in it. So to reference this segment in Symposium you need the application name and prompt ID i.e. access:1. The actual announcement can be uploaded in a WAV file or recorded directly.

 

[MotorCityHerm]

I'm using call pilot as my VM app. Please see attch. also, all of my segs in use have gone to no....i did try to add a seg and then removed it, would that cause them to go to no?....Help!!???

 

[MotorCityHerm]

oops

 

[captaingadget]

Not seeing anything on these links.

 

[Milesprower]

The name of the application on Call Pilot (in which the voice segments are stored) is included in the SCCS/CCMS voice segment variable value.

For example the value for voice_segment_vs will be something like:

English:SCCS_PROMPTS:1

In this case the name of the application on Call Pilot is SCCS_PROMPTS and the voice segment is 1.

To add a new voice segment, login to Call Pilot Application Builder and open the Application SCCS_PROMPTS. From the file menu across the top of the page, click on Define and then Voice Item. This will open a dialog box where you can add a new voice segment.

Next you will have to record the new voice segment. Dial into prompt maintenance, enter the application ID # and voice segment number.

Finally you will need to create a new variable on SCCS/CCMS. For example new_voice_segment_vs with value:

English:SCCS_PROMPTS:2.

Now you are ready to use the new script variable in a script.

 

[MotorCityHerm]

SCCS/CCMS? <--sry Noob

 

[Milesprower]

SCCS = Symposium Call Center Server
CCMS = Contact Center Manager Server (new version of Symposium).