Hear VDN of Origin Annc 1

[Takayama]

Heloo guys.
I need your help´.
First, sorry the english, because I'm from Brazil.

I'm tryng to configure the VDN of Origin Annc. Extension.
In this fiel, i set the number of the announcement.
Ok.

It's working perfectly.
BUT sometimes the agent listen the announcement and sometimes they didn't listen.
How i know it? I listened the recorders.
The same agent, the same station....sometimes works, sometimes not.

Cand you help me?

 

[PhonesAllDay]

It may be the settings on the different VDN's, some may be set to "Allow VDN Override" yes or no, if another VDN overrides the settings it's COR could be set to "Hear VDN of Origin Annc? N It would prevent the whisper announcement.

Your English from Brazil is good!

 

[Takayama]

Thanks man.

But all VDN's are with "allow vdn override" setteded yes.

I'm thinking that is the channel.
I saw some post here and the TN2501 has just 31 channels.

 

[Stinney]

Do the command: list measurements announcemnet board [board number] yesterday-peak (or toady-peak if you know it happened today)

Check to see if All Ports Busy in Period is more than 0

Check the specific annoucement extension and see if you have any Calls Que which would indicate that the system is waiting for a port to be available to play the announcement and check Queue Drops count.

Check the Mx Pt as well, if it shows 31 you're maxing out the ports on the board.

If you find this to be the case and have another board in your system, you can setup an audio group between the boards and put the annoncement on both boards, then change the announcement settings from being assigned to one board to the audio group. Or if you're not comfortable doing this, just make another annoncement extension with the same announcement and change some of your VDNs to play this VOA to balance them out. Check your VDN reports in CMS or BCMS historical reports to see what the traffic is to each VDN and make sure you balance the load.

- Stinney
"Scire ubi aliquid invenire possis, ea demum maxima pars eruditionis est"

"To know where to find anything is, after all, the greatest part of education"

 

[Takayama]

Switch Name: Europ Date: 9:43 am THU MAR 19, 2015

VOICE ANNOUNCEMENT MEASUREMENTS

BOARD: 01B04 Play Ports: 31
Max Callers on Board in Period: 9 All Ports Busy in Period: 0

Meas Play Calls Queue Mport Mx Max
Ext Name (first 24 chars) Hour Reqts Que ASP PSP Drops Plays Pt Cls
99.33.99 SUSSURO_BRAD_ASSIS_ANDAM 800 22 0 0 0 0 2 2 1


This ann 99.33.99 is configured on VDN 80701.
This is the unic VDN using the announcement 99.33.99

 

[Takayama]

Guys....

Can the AUTO ANSWER configured in the station, affect this feature VDN of Origin Annc. Extension?