Service Observe Warning Tone (adjusting the duration of)

[3408phonegod]

In our call center we record all agent conversations using Service Observe. I have the warning tones enabled for "compliance" reasons, but the duration of the tones is way longer than we like (or is required). Is their a way to adjust the duration of these tone busts. Volume level and the interval between beeps is ok, but it appears that each tone bust is about a half second. I'd like to cut that back a bit. Any suggestions for that?

 

[AvayaTier3]

Examples show zip and hold.

Try "intrusion"

change tone-generation                                          Page   1 of  21
                                TONE GENERATION

      Base Tone Generator Set: 1
          440Hz PBX-dial Tone? n              440Hz Secondary-dial Tone? n
change  tone-generation                                         Page   2 of  21
                       TONE GENERATION CUSTOMIZED TONES

        Tone Name        Cadence        Tone
                          Step    (Frequency/Level)
    zip                     1:     480/-17.25         Duration(msec): 950
                            2:

change tone-generation                                          Page   2 of  21
                       TONE GENERATION CUSTOMIZED TONES

        Tone Name        Cadence        Tone
                          Step    (Frequency/Level)
    hold                    1:     480/-17.25         Duration(msec): 950
                            2:     silence            Duration(msec): 250
                            3:     goto                         Step: 1

A great teacher, does not provide answers, but methods to teach others "How and where to find the answers"

bsh

37 years Bell, AT&T, Lucent, Avaya
Tier 3 for 27 years and counting

http://bshtele.com

 

[3408phonegod]

bsh; Thanks for the reply, but I'm a little confused here. I believe the "Intrusion" feature applies to Attendant Consoles which isn't the case here.

Or are you saying the "intrusion tone" is the one callers and agents hear when Service Observe is enabled?

 

[AvayaTier3]

Hit help on the Tone name field.

A great teacher, does not provide answers, but methods to teach others "How and where to find the answers"

bsh

37 years Bell, AT&T, Lucent, Avaya
Tier 3 for 27 years and counting

http://bshtele.com

 

[3408phonegod]

I appreciate the hint, but it didn't get me to where I need to be. I created a definition for "mntr/rec-warining" (which I'm guessing means "monitor/record-warning". But that's not the tone agents and callers here when a call is being recorded. What they hear is a 2-sec. 440Hz tone at the beginning of the call and a .5-sec. beep every 12 seconds after that -- just like the documention of "Service Observe" says. Guess what I need is a way to map Service Observe tone to some other definition or a way to get the mntr/rec tone to play during a call. That's where I'm stuck right now.

 

[3408phonegod]

I created a definition for "mntr/rec-warining" tone with the frequencies and cadences I would like. Is there a way to get this tone to replace the "standard" Service Observe tone that callers and agents are hearing now?

 

[AvayaTier3]

service observing uses busy-verify tone on this form.
db level can be adjusted, as well as length of tones and frequency.

A great teacher, does not provide answers, but methods to teach others "How and where to find the answers"

bsh

37 years Bell, AT&T, Lucent, Avaya
Tier 3 for 27 years and counting

http://bshtele.com