importing whisper 1

[drbitta]

Please can somone tell me how to import a whisper on a definity high reliabilty v11
It is in a call centre

 

[wildcard100001]

The Whisper must be recorded as an announcement, then on the VDN where the call routes to the call center there is a field called "VDN of Origin Annc. Extension:" Enter your whisper announcement in this field.

If the call jumps through VDN's before... allow VDN override must on the prior VDN's in order for the announcement to play.

This will "Whisper" the announcement to the agent before they receive the call.

As a rule of thumb, whisper announcements should be very short in length... Such as a 1 or 2 word announcement.

Thanks,

Wildcard

 

[drbitta]

Please can somone tell me how to import a whisper on a definity high reliabilty v11
It is in a call centre

This whisper must be imported from an external source not in the usual way (VDN of Origin Annc Extension).
I have a vdn working with this however the whisper has not been recorded on our switch does anyone know how this is acheived. Thanks

 

[mojoputter]

I'm confused...are you just asking how to record a annoucment so you can add this to the VDN..?

 

[drbitta]

No I know how to set up whisper in the usual way I am speaking about a whisper that has not been set up on the definity however when the vdn is called the whisper from another source is heard by the agent receiving the call as usual just before the call connects.

This was set up before my time the gent who created this is no longer a menber of staff.
Thanks in advance

 

[wildcard100001]

If a whisper is heard from an VDN, the whisper must be playing from an announcement board in your system. If you have a VAL board (TN2501AP), you can use VAL manager or you can FTP the wave file directly to the VAL announcement board.

Taken from VAL Manager help notes:

VAL Audio File Format Requirements
In order to be compatible with the TN2501AP circuit pack and the voice system, announcement recordings must have the following parameters:
· CCITT A-Law or CCITT Mu-Law companding format (do not use PCM)
· 8KHz sample rate
· 8-bit resolution (bits per sample)
· Mono (channels = 1)

If you are hearing another whisper, I bet the call is routed through another VDN that does not have VDN override set to Y.

Thanks,

Wildcard

 

[definityandcmuk]

have a look at the "disp announ" screen and see if you can hear the whisper (dial the ext numbers)

 

[nohuhu]

drbitta,

also don't forget to check agents' cor, the field "hear vdn of origin announcement" should be "y".