I'm a business person charged with enhancing customers experience on hold. Proposed solution is to allow for customers to have a choice of 3 or 4 hold experiences that involve external audio sources. If I just play a cd, can I just record that like I would record any other announcement? If I want to stream in audio from the web, what would I need to do? What is the level of effort? Is it mostly in writing the vectors and/or creating the interface between the switch and the server? Or both? Will this cause any problems with processor occupancy? Please advise.
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Streaming Audio with Definity G3R v9 or 10
- Thread starter bizpost1
- Start date
There is a diffrence between music on hold, and announcements.
In general, spoken announcements used for routing are recorded on a board containing flash memory,
A live stream would be played via a line interface, from a music source like a cd player, MP3 server, or whatever you'd like to hook up.
In recent Releases , V9.5 and up a new board can be used called a VAL board.
On this board you can upload sound via an external PC application, rather than via a phone.
On the old version (TN750B/C) where it is only possible to record an announcement via a phone.
In general, spoken announcements used for routing are recorded on a board containing flash memory,
A live stream would be played via a line interface, from a music source like a cd player, MP3 server, or whatever you'd like to hook up.
In recent Releases , V9.5 and up a new board can be used called a VAL board.
On this board you can upload sound via an external PC application, rather than via a phone.
On the old version (TN750B/C) where it is only possible to record an announcement via a phone.
Okay I'll try to make some sense in this answer:
Recording the audio into an Announcment would not be the way to go. Cause probably the sound you would want to record are longer then lets say 30 sec. That would.
What you could do is music on hold, this is a better solution cause it would enable more people to listen to it at any moment and it would not eat up storage capacity of an announcement board.
You state that you would like too have 3 to 4 different audio sources, tenant partitioning would be able to do this.
I'm not sure if you are saying you want your customer to have the choice between the different audio sources but probably this woud be possible too with tenant partitioning by setting up multiple VDNs and Vectors.
A totally different way of doing this would be with the use of an VRU, people would go to the VRU while in queue, maintain the possition in the queue. The VRU would give the choices 1 to 4 and play the right audio stream and hand over the caller backto the DEFINITY ACD once an agent becomes available.
Please let me know if the information that was provided is helpfull.
Edwin Plat
A.K.A. Europe
Recording the audio into an Announcment would not be the way to go. Cause probably the sound you would want to record are longer then lets say 30 sec. That would.
What you could do is music on hold, this is a better solution cause it would enable more people to listen to it at any moment and it would not eat up storage capacity of an announcement board.
You state that you would like too have 3 to 4 different audio sources, tenant partitioning would be able to do this.
I'm not sure if you are saying you want your customer to have the choice between the different audio sources but probably this woud be possible too with tenant partitioning by setting up multiple VDNs and Vectors.
A totally different way of doing this would be with the use of an VRU, people would go to the VRU while in queue, maintain the possition in the queue. The VRU would give the choices 1 to 4 and play the right audio stream and hand over the caller backto the DEFINITY ACD once an agent becomes available.
Please let me know if the information that was provided is helpfull.
Edwin Plat
A.K.A. Europe
- Status
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