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multiple voice segment with broadcast

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jeap

jeap

Technical User
Nov 15, 2011
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I build a script and while doing my final test I experience a funny situation I never saw before.
Here what hapen

I manage many call center at a major hospital.

Call center A has in his script
.
GIVE CONTROLLED BROADCAST ANNOUCEMENT
PLAY PROMPT WITH LANGUAGE ENGLISH
VOICE SEGMENT Wait_message

WAIT 2
.
.

Call center B has in his script the following
.
.
GIVE CONTROLLED BROADCAST ANNOUCEMENT
PLAY PROMPT WITH LANGUAGE ENGLISH
VOICE SEGMENT Wait_message
VOICE SEGMENT have_your_card
VOICE SEGMENT Advice_new_adress
wait 2
.
.

Now if a call arrive at call Center A and if it queued for voice segment at the same time as a call for call center B, the caller for call center A will hear the 3 segments even if it is not configure in the script.

If there is not call from call center B queued for segment, then call from call center A will hear only the segment configure.

variable are well configure and every things work fine as long as there is no call comming for both call center queud at the same time for segment.

I did configure a script with only segment ''Wait_message'' configure and the script will play all 3 segments every time there is call queue for segment coming for call center B.

I did even remove the second segment from the script for call center B and then it will play the two other segment at call center A when both call center have queued for segment.

Thanks
 
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Could be seeing them as the same (start with the same segment) and thus making only 1 broadcast queue. How about creating another voice segment named Wait_Message1 that points to the same voice item in callpilot. Then use Wait_Message1 in call center A and Wait_Message in call center B. Let me know how that works.
 
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You are right, this will work but we just re-recorded all voice segment at this with professional voice and at the sime time we did clean-up all Call Pilot application and simplified every symposium script. What I did anyway(I hope temporary) is making one single voice segment with the three messages. In 6 years working with symposium, it is the first time I see that.

But today I did make more test that I will finish tommorow. I wonder what will happen if two call centre have a sequence of three voice segment with the second one being different. I invite you for a virtual cold beer tommorow and I will have the answer to that.
Thanks
 
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I did more test this morning and I was surprise about the result:

Call Center A has

GIVE CONTROLLED BROADCAST ANNOUNCEMENT
PLAY PROMPT WITH LANGUAGE ENGLISH
VOICE SEGMENT Mess_A
VOICE SEGMENT Mess_B
VOICE SEGMENT Mess_C


And call center B has

GIVE CONTROLLED BROADCAST ANNOUNCEMENT
PLAY PROMPT WITH LANGUAGE ENGLISH
VOICE SEGMENT Mess_A
VOICE SEGMENT Mess_C
VOICE SEGMENT Mess_B

When I dial call center A, sometime I have in this order, Mess_A, Mess_B and Mess_C
and sometime in that order, Mess_A, Mess_C and Mess_B.

I can see why but is it normal ????????
 
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