Voice Segment Problem

[TBarrnes]

I have added a Voice Segment to the following script. I created a vm_vs which says "if you'd like to leave a message press 1" and then I added vm_choice_cv which transfers to voicemail if they press one. I pasted in the Voice Segment and Collect Digits statement into the script, but I still don't hear any of my changes when I call. The script WAS validated so I assumed that my variables were done correctly. Is there anything I could be missing?
Thanks TJ See below:



/* IntMed Script
52755 CDN
52751 CDN for phantom to AnsService
Wait_2_gv RAN 3 RDB 43
Music_gv Music RDB 30
*/



IF OUT OF SERVICE IntMed_sk THEN
ROUTE CALL 52751
ELSE
QUEUE TO SKILLSET IntMed_sk
WAIT 2
END IF

GIVE RAN Wait_2_gv

GIVE MUSIC Music_gv

OPEN VOICE SESSION

PLAY PROMPT VOICE SEGMENT vm_vs

COLLECT 1 DIGITS INTO vm_choice_cv INTER DIGIT TIMER 2

END VOICE SESSION



WHERE vm_choice_cv EQUALS

VALUE 1: ROUTE CALL 12435

DEFAULT: EXECUTE Wait_Loop

END WHERE



Section Wait_Loop

WAIT 30

GIVE RAN Wait_2_gv

IF NOT QUEUED THEN
IF OUT OF SERVICE IntMed_sk THEN
ROUTE CALL 52751
ELSE
QUEUE TO SKILLSET IntMed_sk
Wait 2
END IF
END IF

/*IF TIME OF DAY = TOD_INT_gv THEN
ROUTE CALL 52751
END IF */

 

[Milesprower]

Scripting logic looks ok. Have you any other voice segments that work? If so, make sure you are using that exact value for the new variable (ex. English:file2:2) where 2 is the new voice segment. The name of the file ("file2") must match the name of the application in which the segments are stored exactly. It is case sensitive!

Make sure you can hear the announcement via prompt maintenance. Check that your voice ports are "Acquired Login" status. Double check your Global settings to make sure the default access IVR dn is correctly specified. I always specify the access IVR ACD DN in the script even though the global settings should handle this. Example

OPEN VOICE SESSION access_acd_dn_gv

To be absolutley sure you can hard code the access acd value instead of using a variable.

If this is the first time you are using voice segments, set up a test application and Test CDN that only plays the voice segment.

 

[TBarrnes]

Thanks for the answers. It turns out that the Call Pilot is new and was never configured with access channels.
This leads to another question. Is there a scientific way to determine the number of access channels needed for a specific implementation? My vendor's only advice is to set it up and watch the access channels for a couple of days to make sure they are adequate. Aren't there any project management rules of thumb such as X number of calls per day requires X nbumber of access channels?
Thanks again TJ

 

[DancingDave]

You'd need to do an Erlang calculation (plenty of examples on the internet).

You'd need a handle on metrics such as how often and for how long customers queue (and hear messages) or if you play up from messages, how long these last, how often they are played, etc.

If you're currently using MMail, you can manually get the channel usage, which would give you an approximate value.

If your implementation is phased, then watching the channels (Call Pilot is a lot more user friendly than MMail) may be an option, but beware the 201i (i.e. the IPE version) only goes up to 30 channels.

Also will you be using CP for voicemail as you'll need to split between these types of channel and Access (to play in queue messaging).

DD

 

[TBarrnes]

Thanks for the info on that!
If my manager doesn't want to spend the money on configuring access channels, can't I just have them re-record the RAN to say "press 1 to be transferred to voicemail"? I tried omitting the part that says
PLAY PROMPT VOICE SEGMENT vm_vs
and just have it do the collect digits statement like below, but it's not working. It seems to be skipping over that part and just continuing on into the Wait Loop. What am I doing wrong?




OPEN VOICE SESSION


COLLECT 1 DIGITS INTO vm_choice_cv INTER DIGIT TIMER 2

END VOICE SESSION



WHERE vm_choice_cv EQUALS

VALUE 1: ROUTE CALL 12435

DEFAULT: EXECUTE Wait_Loop

END WHERE

 

[Milesprower]

To use Open Voice Session or Give Controlled Broadcast commands, you need voice ports configured for access on Call Pilot/Meridian Mail.

So the answer is no. You must have access voice ports (they provide the voice path for the announcement).

RANs can only play a message, they cannot collect digits. That is why you need access ports. They can support interaction (via DTMF) with the caller.

 

[TBarrnes]

Thanks for the info!