×
INTELLIGENT WORK FORUMS
FOR COMPUTER PROFESSIONALS

Log In

Come Join Us!

Are you a
Computer / IT professional?
Join Tek-Tips Forums!
  • Talk With Other Members
  • Be Notified Of Responses
    To Your Posts
  • Keyword Search
  • One-Click Access To Your
    Favorite Forums
  • Automated Signatures
    On Your Posts
  • Best Of All, It's Free!
  • Students Click Here

*Tek-Tips's functionality depends on members receiving e-mail. By joining you are opting in to receive e-mail.

Posting Guidelines

Promoting, selling, recruiting, coursework and thesis posting is forbidden.

Students Click Here

Jobs

Implementing queued call position announcement in AACC

Implementing queued call position announcement in AACC

Implementing queued call position announcement in AACC

(OP)
Hi everyone

I need a bit of help please with some Avaya scripting syntax.

I've had a request to add a queue position announcement to the call queues on one of our AACC lines. I've got an idea on how to achieve it, but it seems very inefficient and I'm thinking there must be a better way.

Here's what I've come up with...

Our AACC appears to have a lot of predefined voice prompts relating to numerical announcements - e.g. "c_one_gv" appears to reference audio "English File 1:2", which I'm assuming comes packaged on the AACC server (as opposed to a CallPilot reference). We've never used these, but I guess they're intended for use in circumstances such as those facing me now. In that case, the most obvious syntax that springs to mind for implementing the counter and announcement is...

CODE

IF POSITION IN QUEUE *skillset* = *#* THEN
OPEN VOICE SESSION
PLAY PROMPT
VOICE SEGMENT *bespoke voice seg stating "you are position number"* VOICE SEGMENT *predefined voice seg announcing relevant #* VOICE SEGMENT *bespoke voice seg completing announcement*
END VOICE SESSION
END IF 

However I'm aware this won't really work in practice since I'd need to replicate the above for every possibly queue position - clearly a dirty way of doing it!

I can't see anything in the manual that specifically helps. I've found some references to "building a macro" via Google, but nothing completely matching what I need. I've also never built a macro in AACC before , to my knowledge. Can anyone advise on how to best achieve this?

RE: Implementing queued call position announcement in AACC

You are looking for the NUMBER or NUMBERBYDIGIT keyword (as a part of the PLAY PROMPT command).

The numerical prompt values you found are not recordings they are variables pointing to recordings (which must be recorded in CallPilot Application Builder). You have to create the recordings and either use the appropriate prompt file and segment from the variable, or reassign the variable to the appropriate prompt file and segment.

Using your example, but set to a slightly different model:

IF POSITION IN QUEUE *skillset* > 0 THEN
OPEN VOICE SESSION
PLAY PROMPT
VOICE SEGMENT *bespoke voice seg stating "you are position number"*
NUMBER POSITION IN QUEUE *skillset*
VOICE SEGMENT *bespoke voice seg completing announcement*
END VOICE SESSION
END IF

This is covered int he Orchestration Designer manual in the Voice Processing for Avaya CS1000 Play Prompt section (Chapter 29 in the book I have).

Red Flag This Post

Please let us know here why this post is inappropriate. Reasons such as off-topic, duplicates, flames, illegal, vulgar, or students posting their homework.

Red Flag Submitted

Thank you for helping keep Tek-Tips Forums free from inappropriate posts.
The Tek-Tips staff will check this out and take appropriate action.

Reply To This Thread

Posting in the Tek-Tips forums is a member-only feature.

Click Here to join Tek-Tips and talk with other members! Already a Member? Login

Close Box

Join Tek-Tips® Today!

Join your peers on the Internet's largest technical computer professional community.
It's easy to join and it's free.

Here's Why Members Love Tek-Tips Forums:

Register now while it's still free!

Already a member? Close this window and log in.

Join Us             Close