VDN of Origin announcements in CM 5.0?

[PNWTelecomLady]

We have recently upgraded one of our PBXs from 3.1 to 5.0. We used to have a problem with whispers (VDN of origin announcements) occasionally not playing to the agent due to network issues. When this would occur, the call would not be delivered to the agent, causing problems all around.

As a result, we stopped using whispers unless they were absolutely required. Now that we've upgraded, is there any hope that the issues surrounding network latency could allow whispers to play and calls to be delivered? Or, is there something else we should be doing to fix the problem?

 

[inerguard]

I think you've been led up the garden path. Even if a whisper announcement isn't played it doesn't stop the call being delivered to the agent. They are separate processes.

You're more likely to prevent the whisper being played if you have vdn overide set incorrectly on vdn's.

How is your infrastructure set up. Are you using all IP phone connections or a mixture etc. If you're not using IP phones then network issues don't come into it at all.

Please expand on the issues you've had and the forum will help.

Derek

[Started on Version 3 software 15 years a go]

 

[Ronster]

Could it have been that the announcement board on which the whisper resides is busy? There are 30 play ports on an announcement card. You may want to consider Audio-Groups.

Also, is there an announcement board at the same location as the agents or is it being played over a WAN?

Ronster
"If you’re too open-minded, your brains will fall out.

 

[PNWTelecomLady]

There are no announcement boards in agent locations - all announcements are played over the WAN. It may be something with how our announcements are set up on the VAL manager - if the whisper can't play, the agent sits there with dead air on the phone and the call doesn't get answered, seemingly ever. My team has been witness to this, and we can't do anything to force the call to go through.