whisper announcemet off net 1

[lifeisloud]

Hi All,

Can you play a whisper announcement to a mobile or landline? I cant seem to get it to work. the scenario is this,

a call comes into a vdn xxxx which has vdn origin announcemet yyyy. the cor has Hear VDN of Origin Annc.? y i have used this cor for the vdn, extension and the trunk (ISDN). the vector is programmed to route to extension zzzz during working hours (whisper plays ok) and out of hours it routes to 91234567890 when a call is placed to the vdn out of hours it routes the call but does not play the whisper announcemt. the system is an s8500 running cm2.2

any info would be very helpfull

thanks

 

[dufus2506]

The whisper is actually connected to the local station as the call is completed to the extension zzzz. That way, it's not played to the caller.

I'm not sure how you'd do this one. Since the call isn't completed on-net, the whisper doesn't have a destination.

Maybe since you have ISDN, you could do something with CID at the other end to identify the origin of the call. (Say, setup a directory entry in a cell phone that would correspond to a particular VDN's CID broadcast.)

Carpe dialem! (Seize the line!)

 

[lifeisloud]

thanks for the reply dufus2506,

its not that i want to play the whisper to the caller, i need to play it to the agent (off net) so they know who the call is for (the vdn).

we have thought about CID in the mobile but they want to hear an announcement and it will most likely be going to a landline. (with no caller display)

hope this clears up the orginal question.

 

[eclemente]

excuse my lack of understanding of this feature does this mean that an automated whisper can actually be delivered to the agent when they pick up an ACD call?


Edgar Clemente

 

[dufus2506]

Yes. Whisper announcements are intended to help agents (who usually wear headsets) know the origin or nature of an incoming call.

Just as the call is delivered, a short (usually less than 1 second) announcement will 'whisper' somthing to the agent. Like, 'sales', or 'returns' or something of that nature.

The agent uses this information to know why a caller has called them.

It's redundant to something like display data, but in some call centers, phones with displays are replaced with simple connections for the agents headset.

To do whispers, all you need is vectoring, plus the ability to do announcements. An announcement with the whisper you want is recorded, and the extension for that announcement is programmed on the VDN form. Calls completed for that VDN will play the whisper announcement to the agent before delivering the call. The incoming caller does not hear the whisper.

I think that the trouble lifeisloud is having is related to the fact that the system plays whisper annoucements just as a call is completed. I bet if you did a vector trace (list trace vector xx) you'd probably see that the whisper is being played just as the call is connected to the outgoing trunk.

I'm afraid that even if the system were to delay playing the whisper until the distant end answered the call, the whisper would probably be played as the handset was being lifted, or the mobile was being answered. It probably wouldn't be much use unless the person taking the call had a headset on.


Carpe dialem! (Seize the line!)

 

[eclemente]

thanks for the knowledge dufus. I tried it and it worked. good luck on your issue life, hope you find a work around somehow.



Edgar Clemente

 

[dufus2506]

No problem.

If the people hearing whispers (which are properly called "VDN of origin announcements") are having trouble hearing them, there's a button you can assign called voa-repeat.

People who couldn't hear the whisper annoucement when it played (noisy backgroud, not paying attention, etc..) can press voa-repeat to hear the whisper again.

Carpe dialem! (Seize the line!)

 

[lifeisloud]

Dufus,

thanks for your valuable input, you are right the announcement does play when the call is diverted (about 20 seconds too soon), I will keep trying to find a work around on this, maybe AVAYA have a "special option" they can turn on. Im sure that this request has been asked for before (my fingers are now crossed) and im sure I wont be the last to ask for it.

Thanks again for you help, I will keep you informed if anything comes up.

Lifeisloud