08-08-2021 01:53 AM - edited 08-08-2021 01:53 AM
i want to replace the greetings in call handler.
i have 7 audios
1- welcome note/welcome in diff language, for English press 2
2- for sale dept. press 1, for complaint press 2
3- same as 2 but in diff language
4- this call will be recorded
5- same 4 in diff language
6- waiting message
7- same 6 in diff language
for audio 1 if 2 is not pressed it should continue will diff language
current config does not have a waiting message, so I don't know how to add it.
i have an idea about call routing
Solved! Go to Solution.
08-09-2021 06:15 AM
My recommendation.
AA Part
++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++
Recording 1( single recording) >>>>> Welcome Message in Arabic, Welcome to “ABC COMPANY” , For English please press 1 , For English please press 2
Call Handler 1 >> Welcome
Go to standard greeting >>> Upload the REcording 1.
If you need to replay, use reprompt option which i shared.
On call handler 1 caller Input
Caller Input 1 >> selct Call Handler 2 Arabic Menu
Caller input 2 >> selct Call Handler 3 English Menu
Recording 2 Arabic(SIngle Recording) >>>>> For SALES and customer care (ext.: 123), press (1) For complaints (ext.: 345), press (2) For assistance (ext.: 100), press (3)
Call Handler 2 >> Arabic Menu
Go to standard greeting >>> Upload the REcording 2.
If you need to replay, use reprompt option which i shared.
On call handler 1 caller Input
Caller Input 1 >> Transfer to extension 123
Caller input 2 >> Transfer to extension 345
Caller input 3 >> Transfer to extension 100
Recording 3 English(SIngle Recording) >>>>> For SALES and customer care (ext.: 123), press (1) For complaints (ext.: 345), press (2) For assistance (ext.: 100), press (3)
Call Handler 2 >> English Menu
Go to standard greeting >>> Upload the REcording 3.
If you need to replay, use reprompt option which i shared.
On call handler 1 caller Input
Caller Input 1 >> Transfer to extension 123
Caller input 2 >> Transfer to extension 345
Caller input 3 >> Transfer to extension 100
++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++
Call Recording Announcements
++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++
Dear Customer, this call will be recorded for quality purposes. This is Call Recording Announcements
The record warning message can be played By your recording server if you are using Imagicle recording server, Can we know your recording server details.
++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++
Keep this as a MOH.
++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++
We at “ABC COMPANY” offer wide-range of -------------------------
By utilizing the vast expertise of our team, we strive to build a stronger immunity for our clients and stakeholders while always abiding to the highest standards of ethics, integrity, care, and diligence.
Please visit our website www.”ABC COMPANY”.COM to learn more about our solutions.
Same as above message in Arabic
++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++
08-08-2021 05:17 AM
If I understood you question correctly, your requirement is to repeat the greetings if no input observed for menu 1- welcome note/welcome in diff language, for English press 2
I assume you use a handler for option 1 welcome message, you can try changing the below config and see if that meet your requirement.
* seconds |
Based on your setup, you can even use After Greeting options.
To provide a precise solution we need a little more informations about your call handler setup.
08-08-2021 05:27 AM
for welcome not i dont want to repeat the recording. its should continue in Arabic language, option 3rd.
if I say simply if no one press 2 it should continue 3rd Audio that I mentioned above.
08-08-2021 05:55 AM
Could you please explain about your existing call handlers and tree structure.
08-08-2021 06:26 AM - edited 08-08-2021 06:27 AM
okay so currently we have
Welcome greetings and for arabic press 1 and for English press 2
if there is no key press it repeat the greeting.
but
if press 1 or 2, it says this call will be recorded and it route to press 1 for sales, press 2 for marketing.
there is no waiting greeting or I can say advertise
08-09-2021 01:44 AM
Your requirement is to replace the existing greeting or a green filed deployment of AA using call handler ?
08-09-2021 02:12 AM
brother leave everything just tell me how to start another greeting if the button is not pressed instead of repeat the same greeting?
08-09-2021 03:49 AM
As @Nithin Eluvathingal suggested set the reprompt to 0 and then you’ll need to build additional call handlers that you send the call to after the greeting and timeout has passed. How many call handlers that you’ll need is dependent on how many levels of message you’d want to play to the caller. In short you’ll pass on the call from one CH to the greeting of another.
08-09-2021 04:27 AM
Thanks @Roger Kallberg & @Nithin Eluvathingal i have done this successfully by changing the Re-prompt to 0 and from After Greeting i choose what I want to play.
Recording One
Same Welcome Message in Arabic
Welcome to “ABC COMPANY”
For English please press 2
Recording Two-Arabic
Same as recording TWO in Arabic
Recording Two-English
For SALES and customer care (ext.: 123), press (1)
For complaints (ext.: 345), press (2)
For assistance (ext.: 100), press (3)
I have done the above step, now how can i add the below greeting (Three) before transfer to extension. and Message on Waiting.
Recording Three-Arabic
Same as recording Three in Arabic
Recording Three-English
Dear Customer, this call will be recorded for quality purposes.
Waiting message:
We at “ABC COMPANY” offer wide-range of -------------------------
By utilizing the vast expertise of our team, we strive to build a stronger immunity for our clients and stakeholders while always abiding to the highest standards of ethics, integrity, care, and diligence.
Please visit our website www.”ABC COMPANY”.COM to learn more about our solutions.
Same as above message in Arabic
08-09-2021 04:31 AM - edited 08-09-2021 05:09 AM
I have done the above step, now how can i add the below greeting (Three) before transfer to extension. and Message on Waiting.Recording Three-Arabic
Same as recording Three in Arabic
Recording Three-English
Dear Customer, this call will be recorded for quality purposes.
For the first message you can do that by having the call bounce on another CH before it’s sent to the extension. The sole purpose of this CH is to play a greeting with no option(s) for caller input.
Waiting message:
We at “ABC COMPANY” offer wide-range of -------------------------
By utilizing the vast expertise of our team, we strive to build a stronger immunity for our clients and stakeholders while always abiding to the highest standards of ethics, integrity, care, and diligence.
Please visit our website www.”ABC COMPANY”.COM to learn more about our solutions.
Same as above message in Arabic
For the other message I’m not sure if you’ll be able to achieve this as CUC isn’t actually queuing the call(s). Possibly you might be able to use the native queuing functionality in CM on a hunt pilot to have it play the waiting message.
08-09-2021 04:35 AM
how to config that. what do you recommend?
08-09-2021 04:43 AM
By using the After Greeting action on the greeting settings page of the call handler you can send the call on-wards to another CH. See the example below.
08-09-2021 04:47 AM - edited 08-09-2021 07:42 AM
Recording Three-EnglishDear Customer, this call will be recorded for quality purposes.
Waiting message:
We at “ABC COMPANY” offer wide-range of -------------------------
By utilizing the vast expertise of our team, we strive to build a stronger immunity for our clients and stakeholders while always abiding to the highest standards of ethics, integrity, care, and diligence.
Please visit our website www.”ABC COMPANY”.COM to learn more about our solutions.
Same as above message in Arabic
Can you not combine these two messages into one and have it played before the transfer to the extension as described earlier in another answer?
08-09-2021 06:15 AM
My recommendation.
AA Part
++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++
Recording 1( single recording) >>>>> Welcome Message in Arabic, Welcome to “ABC COMPANY” , For English please press 1 , For English please press 2
Call Handler 1 >> Welcome
Go to standard greeting >>> Upload the REcording 1.
If you need to replay, use reprompt option which i shared.
On call handler 1 caller Input
Caller Input 1 >> selct Call Handler 2 Arabic Menu
Caller input 2 >> selct Call Handler 3 English Menu
Recording 2 Arabic(SIngle Recording) >>>>> For SALES and customer care (ext.: 123), press (1) For complaints (ext.: 345), press (2) For assistance (ext.: 100), press (3)
Call Handler 2 >> Arabic Menu
Go to standard greeting >>> Upload the REcording 2.
If you need to replay, use reprompt option which i shared.
On call handler 1 caller Input
Caller Input 1 >> Transfer to extension 123
Caller input 2 >> Transfer to extension 345
Caller input 3 >> Transfer to extension 100
Recording 3 English(SIngle Recording) >>>>> For SALES and customer care (ext.: 123), press (1) For complaints (ext.: 345), press (2) For assistance (ext.: 100), press (3)
Call Handler 2 >> English Menu
Go to standard greeting >>> Upload the REcording 3.
If you need to replay, use reprompt option which i shared.
On call handler 1 caller Input
Caller Input 1 >> Transfer to extension 123
Caller input 2 >> Transfer to extension 345
Caller input 3 >> Transfer to extension 100
++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++
Call Recording Announcements
++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++
Dear Customer, this call will be recorded for quality purposes. This is Call Recording Announcements
The record warning message can be played By your recording server if you are using Imagicle recording server, Can we know your recording server details.
++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++
Keep this as a MOH.
++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++
We at “ABC COMPANY” offer wide-range of -------------------------
By utilizing the vast expertise of our team, we strive to build a stronger immunity for our clients and stakeholders while always abiding to the highest standards of ethics, integrity, care, and diligence.
Please visit our website www.”ABC COMPANY”.COM to learn more about our solutions.
Same as above message in Arabic
++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++
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