Solved: CUCCX 8.0 - Playing a prompt to a called person

shikamarunara · ‎08-02-2012

Hello,

I am working on a script that will be used by call center agents so that when they place outbound calls the called person will hear a recording that the call will be recorded for training purposes. Is there a way, in CUCCX 8, to play this prompt to the called person? Which media object is used? Is that step placed in the connected step?

Jonathan Schulenberg · ‎08-02-2012

Yes but it won't be graceful. There is no step that can bridge two separate calls together. Along the same lines there is no step that allows you to interact with the second call leg; only transfer the first call leg through to it.

Agent calls in to IVR. Calling number is stored for later use.
Agent enters the number they wish to call. You probably want to do some error checking to see if the input looks legit.
Script hangs up on the agent and places an outbound call to the number entered. This is why it isn't graceful. The agent has to take a leap of faith that the outbound call will work AND that they won't take another call in the meantime. In other words they must be in a Not Ready state when doing this.
When the outbound call answers, the script plays a prompt and then does a call redirect to the agent's extension (stored in step one).

The easier alternative would be to a recording product that supports the CUCM Recording and Monitoring framework, specifically Application-triggered recordings. In this case the phone DSP plays a recording notification tone into the call when recording begins.

Please remember to rate helpful responses and identify helpful or correct answers.

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Jonathan Schulenberg · ‎08-02-2012

Yes but it won't be graceful. There is no step that can bridge two separate calls together. Along the same lines there is no step that allows you to interact with the second call leg; only transfer the first call leg through to it.

Agent calls in to IVR. Calling number is stored for later use.
Agent enters the number they wish to call. You probably want to do some error checking to see if the input looks legit.
Script hangs up on the agent and places an outbound call to the number entered. This is why it isn't graceful. The agent has to take a leap of faith that the outbound call will work AND that they won't take another call in the meantime. In other words they must be in a Not Ready state when doing this.
When the outbound call answers, the script plays a prompt and then does a call redirect to the agent's extension (stored in step one).

The easier alternative would be to a recording product that supports the CUCM Recording and Monitoring framework, specifically Application-triggered recordings. In this case the phone DSP plays a recording notification tone into the call when recording begins.

Please remember to rate helpful responses and identify helpful or correct answers.

shikamarunara · ‎08-02-2012

I suspected something along these lines but was hoping to be wrong. Wow, yeah this doesn't sound like something I want to do. Thanks for the response, Johnathan.

Aaron Harrison · ‎08-03-2012

Hi

Another option might be the 8.5 Outbound IVR - it sounds like you are running outbound campaigns, and the IVR functionality would presumably allow you to manage that a little better as well as providing the prompt functionality.

Just a thought... I've not used that new function myself, and you would need to upgrade to 8.5 as well as license the functionality seperately to your existing licensing (which would need to be Premium).

Aaron

Aaron Please remember to rate helpful posts to identify useful responses, and mark 'Answered' if appropriate!