Announcements User Manual

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Chapter 1
Overview
Description of the Announcements ................................................. 1.1
Chapter 2
Operation
Selecting Announcements .................................................................. 2.1
Creating Announcement Messages ................................................ 2.2
Recording announcements (.wav) on a PC ................................................... 2.2
Recording Automatic Call Distribution messages using a phone set ............ 2.3
Converting an announcement file .................................................................. 2.3
Recording Automatic Call Distribution messages using a professional studio ...
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Announcements are broadcast while telephone traffic is being processed. No default
announcements are provided by the call center, but default announcements (A-law and µ-law)
designed for test purposes are available for download in OMC. For a running system,
customized announcements must be created and downloaded.
1.1
Description of the Announcements
The different types of announcement are:
-
Welcome announcement This announcement is broadcast when a call arrives in the
group.
-
Queue announcements (Waiting 1, Waiting 2, Estimated Waiting Time)
• Waiting 1 is used when the call joins the queue for the first time; it is broadcast once
only.
• Waiting 2 is used after Waiting 1 or Estimated Waiting Time; it is broadcast
continuously until the call leaves the queue (this announcement may contain music).
• Estimated Waiting Time is broadcast to advise the caller that they are likely to have a
certain minimum waiting time in the queue before their call is answered.
-
Deterrence announcement This announcement is broadcast when the queue is
saturated. It can also be broadcast when the Automatic Call Distribution ports dedicated to
Automatic Call Distribution traffic are saturated (this depends on the configuration of the
Automatic Call Distribution ports dedicated to deterrence).
-
Closing announcement This announcement is broadcast when the Automatic Call
Distribution group is closed.
-
Customer code announcement This announcement is broadcast to ask the caller to
enter a customer code.
On the system, a set of announcements for each Automatic Call Distribution group is
permitted. The minimum and maximum durations of the announcements in a set are shown in
the table below.
Announcement
Minimum Duration
Maximum Duration
Welcome
0 seconds
60 seconds
Waiting 1
0 seconds
60 seconds
Waiting 2
20 seconds
300 seconds
Estimated Waiting Time
0 seconds
60 seconds
Deterrence
0 seconds
60 seconds
Closing
0 seconds
60 seconds
Customer code
0 seconds
60 seconds
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2.1
Selecting Announcements
To select the announcement you want to use, do the following:
1. Click ACD Voice Messages. The ACD Voice Messages window appears. This window
has the following two areas:
• The ACD Groups area is used to select the announcements for each group or all the
groups.
• The Transfer selected messages area is used to import or export announcements to
the call center or to the system.
The ACD Groups area contains a table allowing you to:
• see which announcements are present in the system,
• select an announcement to be added or replaced.
To change from Transfer mode to Delete mode, click on the button Mode.
It is not possible to delete announcements at the same time as adding or replacing
announcements.
Note 1:
Default messages are available which take into account the coding (A-law or µ-law) used in your
country.
2. In the Transfer selected messages area, click the button to the right of the field Load
from this directory and transfer.
The Select Folder window is displayed.
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The announcements are by default saved in:
C:/Program Files/PCXTools/OMC/R500_xxx/VoiceMessages/a_law
56 messages are available (7 for each Automatic Call Distribution group). Each message
is identified by a file made up of 3 figures x, y and z and with the extension .wav:
• x corresponds to the number of the Automatic Call Distribution group (1 to 8)
• y is always equal to 0
• z corresponds to the message of the Automatic Call Distribution group (1 to 7)
The messages types are as follows:
• 1 corresponds to the Welcome message
• 2 to the Waiting 1 message
• 3 to the Waiting 2 message
• 4 to the Deterrence message
• 5 to the Closing message
• 6 to the Estimated Waiting Time message
• 7 to the Customer code message
For example, file 305.wav corresponds to the Closing message for group 3.
Remark:
on starting the Automatic Call Distribution, the system does not contain any messages. To conduct
tests, it is therefore essential to load the default Automatic Call Distribution messages.
3. Select the announcements and click the transfer button (=>). The messages selected are
transferred to the call center.
4. Click OK. The ACD Voice Messages window disappears.
Note 2:
When deleting an announcement, the action is not executed using the transfer button (=>) but using the
delete button (X) instead (this button is only accessible in Delete mode).
2.2
Creating Announcement Messages
To create your own announcement messages, you can use the recording software available
on your PC (Window/Accessories/Multimedia/Sound Recorder) or any multimedia application.
2.2.1
Recording announcements (.wav) on a PC
Proceed as follows:
1. On your PC, open a recording tool by clicking Start > Programs > Accessories >
Multimedia (or Entertainment) > Sound Recorder. The following window is displayed:
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In order to record the message, your computer must be fitted with a sound card.
Otherwise, a message informs you that the recorder is operating in restricted mode.
2. If the sound card is available and configured, start to record your message by clicking on
the red button in the bottom right of the window.
3. To stop the recording, click the rectangular button.
4. To check and listen to the recorded message, click the triangular button.
5. If you are happy with the message, record it by clicking File > Save. Give it a file name
and check the message format.
Caution:
announcements must have the format CCITT A-law/µ-law 8 KHz, 8 bits, mono. The
announcements created must have the same name as the default messages.
6. If the format is not correct, click Change and select the format CITT A-law/µ-law 8 KHz, 8
bits, mono. Click OK to confirm and OK again to save the message.
2.2.2
Recording Automatic Call Distribution messages using a phone set
You can record Automatic Call Distribution messages using a Octophon Open 30 telephone or
any one of the following telephones: Octophon Open IP 150, Octophon Open 151 and
Octophon Open IP 160. A special menu allows you to record each announcement message for
each Automatic Call Distribution group. To access this menu:
2.2.3
-
on a Octophon Open 30 telephone, follow the path System/install/voice/Automatic Call
Distribution,
-
on a Octophon Open IP 150, Octophon Open 151 or Octophon Open IP 160 telephone,
follow the path Menu/operator/Advanced/Voice/Automatic Call Distribution.
Converting an announcement file
If the format of your file is not compatible, convert it using the following procedure:
-
Open the .wav file to be modified in Sound Recorder and click File > Properties to check
the file format.
-
If the format shown is different from CCITT A-Law/µ-law 8 kHz, 8 bits, mono, click Convert
Now.... A window opens; select the format CCITT A-Law or CCITT µ-law and click OK to
confirm.
-
Save your file.
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Recording Automatic Call Distribution messages using a professional
studio
For optimum quality, the services of a professional recording studio should be used. If this
option is chosen, observe the file format required.
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