Webex CC Audio prompts recordings

[Shalid Kurunnan Chalil]

Hi All,

In UCCX, I had the option to record a greeting (xml doc and prompt management script) and incorporate the newly recorded greeting into my primary call flow for emergency or daily messages. Unfortunately, I couldn't find a similar function in the Webex Contact Center, and I suggested to the end user to use ciscoprompts.com for text-to-speech conversion, followed by uploading to Webex CCMP. However, for the past two weeks, https://www.ciscoprompts.com/portal has been experiencing issues (frequently undergoing maintenance and unavailable to end-users). Since this is a daily task, using Audacity to record and convert to a WxCC-compatible format is not a feasible solution. Does anyone have any ideas or workarounds that would enable end-users to change the audio recording on the go?

I believe I might be able to achieve this using Webex Connect, but I haven't completed my digital channel provisioning yet. Are there any other alternatives or suggestions for addressing this issue?

Regards,

[Carlo Poggiarelli]

Hi,

Have ever look at https://ttsmaker.com/ 

Sometime I need to adjust  something in the encoding options.

The quality sounds great and files are already saved with the correct extensione and compression that fits with UCCX.

To adjust someting on the audio file, I use WavePad https://www.nch.com.au/wavepad/index.html

Please let me know

Regards

Carlo

[Shalid Kurunnan Chalil]

Thanks @Carlo Poggiarelli 

The ttsmaker effectively records the files and provides the wave file.

Do you know if there's an option within WxCC to record over the phone or through a GUI interface (similar to the feature available in Webex Calling)?

Regards,

[bill.king1]

You might want to explore something like this, as if you're using the websites that will likely be a problem as far as client/product/other confidentiality of the content. I believe though that this "emergency/inclement weather" type recording setup solution was something being worked on for WebexCC.
https://answers.microsoft.com/en-us/msoffice/forum/all/save-wav-or-mp3mp4-text-to-speech-audio-files/c4cb3913-c71b-4db2-aed2-419f34724516

[Shalid Kurunnan Chalil]

Hello there, 

I have a follow-up question. Could someone please provide guidance on achieving this specific function using Webex Connect (WxCC digital channel)? As this is a critical daily business function, there is a strong preference for a feature similar to UCCX (recording via phone). Is there a method within Webex CC to accomplish this, allowing businesses to record greetings for modifying existing ones?

I am more than willing to test and explore any suggested ideas or concepts to achieve this functionality.

Regards,

Shalid

[bill.king1]

Hi @Shalid Kurunnan Chalil , there's a good response to this for what I think you're looking for in this post.
https://community.cisco.com/t5/contact-center/need-emergency-mesage-in-wcc-flow-designer/td-p/4994001

[Shalid Kurunnan Chalil]

Thanks, @bill.king1 , yes I did give a helpful vote as it cleared one part of the issue. Thanks for the reference. 

Thanks, @Dimitri Bokatov , I will test this and update here soon. 

Regards

[Dimitri Bokatov · Accepted solution]

Hi @Shalid Kurunnan Chalil ,

You can achieve the use case above by creating a custom widget and utilizing the audio-files APIs. APIs are needed for fetching and updating the existing audio files.

URLs:

APIs: https://developer.webex-cx.com/documentation/audio-files

Widget Sample: https://github.com/WebexSamples/webex-contact-center-api-samples/tree/main/widget-samples/audio-widget-sample

Vidcast: https://app.vidcast.io/share/2fbacc17-7551-4b69-be1b-47f8cf2b4ac3

Best Regards,

Dimitri

[Shalid Kurunnan Chalil]

Hello there,

Thanks for sharing this video links; it has been beneficial. However, when I attempted to use the demonstrated method, I encountered an issue. Despite logging in as a test user with a supervisor role and successfully acquiring GET Admin access, I am facing difficulties with the "GET Audio Files" functionality. Clicking on it doesn't seem to trigger any action. Is there any other requirement or step that I might be missing to make it work?

Has anyone else encountered this issue and successfully resolved it? Additionally, the application is utilizing the portal https://audio-video.onrender.com/ . Is this portal available at all times, or do we need to set it up specifically for our use?

Regards,

[ntheolog]

Hi Shalid,

The extra oAuth step is hosting on onrender.com ( free tier ) so server doest go to sleep and needs about 30 secs to wake. 
This step is needed until we implement write accessToken on the Desktop for Supervisors , etc. right now its only read.
Having said that , if youre able to login, the the widget should work for you.. its just the login screen might take a min to screen pop.

Also, the user you login to the screen-pop ( when it becomes available) the user should have all the correct privileges.  Basically, the same user that you would login on the https://developer.webex-cx.com/. and try out all our APIs... you should be logging with that same user.

If you are, and still not able to retrieve the wav files.. might need to look at your settings of that agent/supervisor on the Portal.  Also where is your tenant located ? Is it in the US ?  Just curious.

regards,

Niko 

[Shalid Kurunnan Chalil]

Thank you, @ntheolog (Niko), for taking the time to look into it.

My site is in the EU1 tenant, and I am using my Gold tenant to test it, as requested by one of my customers. I thought, let me test it on my Gold tenant first and then implement it for the end customer.

I used the default user profile "supervisor"(It has access to audio resources - edit ), ran the API tryout option on developer.webex-cx.com, and successfully received the API request there. However, when I tried the widget, it did not bring any files and did not provide me with any option to replace or upload the audio resource. Please see the screenshot below if it helps.

Regards,

Shalid

[ntheolog]

Hi Shalid,

Screen shot helps, we should be able to figure this out.

1.  On the "Welcome" screen pop, is it displaying your correct orgId?
2.  Ive attached a screen shot, as a sample...

• after you login , can you look at devTools console, do a search on "SESSION-DATA" and share with me.

•  
• 

[Shalid Kurunnan Chalil]

Dear Niko, 

I have cross-verified the Org ID, and I can confirm that it matches the expected value.

I opened the DevTools in the Chrome browser, but unfortunately, I couldn't locate the SESSION-DATA there. I have attached the screenshot for your reference.

I observed a few errors, and they persistently appear when I press "GET Audio Files" on the widget.

To confirm that this issue is not related to the gold tenant, I will provision the same on one of my customer orgs and provide an update on the results.

Regards,

Shalid

[ntheolog]

Hi Shalid,

Can you try it again, and tell me results.  I made a few changes.

Regards,

Niko

[Shalid Kurunnan Chalil]

Hi Niko, 

Fantastic! It worked today in my gold tenant. Superb! Many, many thanks.

One final query: is it advisable to use this in production for a customer, or do you recommend deploying it on a customer-specific web server?

Regards