Unity Connection Interview Handlers leave separate files

[jasyoung]

We have a customer we recently upgraded from Unity 4.0(3) to Unity Connection 8.5. The upgrade itself was successful, but the customer doesn't like the way Interview Handlers are working for them under Unity Connection. They have some workflows that depend heavily on IHs, field technicians calling in to report job completions and answering some questions in order, and agents come back and transcribe these messages.

Prior to the upgrade, the IH was bundling all the answers together in a single WAV file. After the upgrade, the answers are being sent in separate WAV files, one for each answer. A possibly important detail: the messages are being left for a subscriber set to Relay all messages to an email address. Separating the answers into multiple files is very undesirable for the customer's workflow.

If need be, I can rebuild these call flows in Contact Center Express, but they have a lot of them and I wanted to see if I was missing an obvious configuration screen or settings knob that would change behavior back to the way they like.

[lindborg · Accepted solution]

There's no configuration option to force Connection to have all the parts (and beeps) compiled into one file - it's handled like all other multiple part messages in Connection (forwards w/ intros) - the file names should indicate order but the feature was not designed for use with external message stores in mind of course.  All supported playback clients (including VMO of course) handle playing all the parts in order - if they're just using raw email from an external store then they're stuck with the multiple parts I'm afraid.

[jasyoung]

So be it.. I can certainly understand why the product works the way it does. The customer's odd usage scenario is just going to cause them some pain since they don't have the TUI or VMO/VMN to glue it back together. I do have an alternate solution with UCCX, so I can go back to them with that. Thanks for the answer!