User changeble announcements

[Harani]

Out helpdesk wants a voice announcement at the start of their script that they can change themselves on an ad-hoc basis. The purpose is to record messages informing callers of known system problems.

No there’s no way I want to give them admin acess and allow them to mess about with the Voice Segments file in Voice prompt editor. But I understand that it is also possible to take audio files direct from the Meridian mail system (which they could then change using a standard phone extension ?)

Can anyone give me any pointers on how I go about creating a voice only file (not an “answering machine” mailbox) on the Meridian mail system and how I acess that from within Symposium please

Thanks in Advance

 

[captaingadget]

There is certainly a way of doing this if the voice segments are held within Call Pilot. If, as your posting suggests, you are using Meridian Mail to hold the voice segments then I have no suggestions.

 

[Harani]

we have an old Meridian Mail system. Not Call pilot

Are you saying you have no suggestions because you are not familiar with Meridian Mail, or because you don't think
it's possible with Meridian mail ?

 

[captaingadget]

The method I've employed for users to change voice segments on call pilot without using the voice prompt editor is simply not available on Meridian Mail as it involves creating mutiple applications with password protection. I dont know of any other method on Meridian Mail, thats not to say there isn't one.

 

[Milesprower]

Captain is right - this is easy in Call Pilot. In Meridian Mail, you'll need to go through voice prompt editor.

If you use GIVE IVR capability on Meridian Mail, you may be able to let the user re-record the voice treatment (through prompt maintenance), but you'll need to re-configure voice ports for GIVE IVR capability.

 

[Harani]

I've been looking through Meridian Mail and i've found out of hours voice messages from way back when we used to used Meridian ACD's before we put Symposium in.
So it looks like the system has ports set up for that kind of thing. Now i just need to see if i can acess them from Symposium and if so if i can create a new one and modify it from a handsset.

 

[Milesprower]

Check your voice ports. You need a separate IVR ACD-DN for either GIVE IVR and/or Access ports. If they aren't there then you will have to reconfigure ports which get into $$$ and time.

 

[Harani]

Ok i'm a little out of my depth here.

In the past i've only ever used Voice segments from the broadcast announcement file (if that's the right term for it)

These are referenced in the script in the form of Variables
with the variable contaning the Voice file name and the segment(s) number

e.g.

OPEN VOICE SESSION
PLAY PROMPT
VOICE SEGMENT vs_no_agents
END VOICE SESSION

This is no good for what i want to do which is have a voice message that can be changed by a user (pref from a phone)

Can someone explain for me please the difference between playing voice treaments this way and using GIVE RAN and GIVE_IVR. What are the pros and cons of these three different ways of playing a voice message and what would be most suitable for what i require

thanks in advance

 

[captaingadget]

Give RAN is used when you have specific announcement devices such as MIRAN or Interalia etc.

Give IVR is used when you have 3rd party messaging devices such as Periphonics etc.

Open voice session, give controlled broadcast etc is used with Meridian mail and call pilot voice processing systems.

 

[Harani]

OK well we have a Miran Card though I don't have a clue how to acess it and record on it

And in the IVR_ACD-DN there is one aquired number with 8 assiated Mail_TN ports. This is the same number that is listed in the Global settings for Broadcast Announcements

 

[captaingadget]

The Miran card in a symposium environment is usually only used as the music source. However the card is noramlly provided with 2 ports - 1 for music and 1 for a RAN. I believe that it can support up to 8 ports on a card but these are licensed.

It may be possible to use the second port for your user conrolled announcement but this would need your vendor to configure and install a RAN route into it. 1 port would hardly seem sufficient for this purpose though.

 

[Harani]

according the licensing document i have found we are licensed for 8 internal ports and 3 external on this card

 

[Harani]

Update: I have located the MIRAN card and hooked a laptop running hyperterminal up to it and managed to get a login screen. Except i don't know what the login/password is.
I can also acess a stats screen that shows available ports and that the first of these is where our MOH resides.

I guess it's time to get in touch with our maintainer.
Unless someone can give me some defaults username/passwords to try ?

 

[captaingadget]

Try
username: admin
Password: admin000

I do have a user guide PDF for the telephone user interface.

 

[LittleGremlins]

Harani,
We have done somthing similar to what you are looking for. Our IT service desk for multiple clients, we have 30+ toll free lines, each needing their own service alert message to only play if there was an outage. I looked at the MIRAN option, however, I could not play the same message for multiple toll free numbers.

Before we upgraded to Contact Centre Mgr 6.0 and Call Pilot we had Meridian Mail and Symposium. I did have 8 of the Meridian Mail voice ports reserved for 'GiveIVR' statements (new ACD), and 18 dedicated to the normal voiceports for the Open voice session statements. These 'GiveIVR' ports have to be configured/acquired in symposium.

Each of our toll free lines had specific criteria to meet:
1) private branding (or client specific greeting)
2) the service alert message and potential abandoned calls due to a service alert message could not impact CDN stats.
3) private branding/service alert message needed to play even in the event of a SCCS failure
4) if meridian mail was down, the call still needed to route through SCCS to reach a skillset for statistical purposes

Before I get to detail, is this what you are looking for?