Queue Messages

Introduction

Use the UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location. Sharepoint Dashboard – Dialogue Management widget to create your IVR Interactive Voice Response, or IVR, is a telephone application to take orders via telephone keypad or voice through a computer. By choosing menu options the caller receives information, without the intervention of a human operator, or will be forwarded to the appropriate Agent. Questions. Anywhere365 integrates with a number of Speech Synthesis Markup Language (SSML) providers, such as Microsoft and Google, that will use text-to-speech to reproduce your questions, that the customer will hear in the queue.

You can either enter a text or choose to play your own audio files from your SharePoint library.

The following questions can be set for the IVR Queue:

Q 1 Entering Queue: this are the questions the customer hears when he gets connected to the IVR (Welcome message, Message closed during holidays or outside business hours, or Voicemail Message).

Q2 Question Queue: this are the questions the customer will hear after the welcome message (where the choice menu will be introduced, questions can be created on choice order using the ParentQuestion option).

Q3 Callback CallBack, an IVR menu feature for voice, enables the customer to leave his / her number to be called back by an available agent during business hours. Queue: this are the questions the customer will hear after he has selected the callback and still needs to enter his phone number (or if the phone number has not been recognized).

Q4 Waiting Queue: this are the questions the customer will hear in the waiting queue, if agents with the hunted skill are busy (please hold, there are {00} persons ahead of you).

 Tip: Take a closer look at Scenario 6 to learn how to configure the queue message to let customers know their queue position and/or the number of active agents handling the calls. See IVR Questions Scenarios

IVR Questions – using audio files

Audio files can be added in Anywhere365 when a new question item is created on the UCC SharePoint Dashboard. Use the field AudioQuestion to link an audio file from your SharePoint library. It is possible to add an audio file to an existing question at any time. Use the More options menu (…) beside the question to edit the question item or to check the Version History.

Audio node configuration

<audio />

The audio node is used to play audio files, and it has the following attributes:

• title: The title of the audio file in your SharePoint AudioFiles library. This is an Anywhere365 extension, and not part of the SSML standard.

• src: The URI of a document with the appropriate media type. The support of this attribute depends on your SSML provider.

In case the audio document is not available, it is recommended to use a fallback text, that can be defined in your config file:

<audio title="TitleInSharePointLibrary">This fallback text will be spoken using the Text to Speech engine configured in your Unified Contact Center</audio>

IVR Questions – using text-to-speech (TTS) engine

Any text that is entered for messages in the IVR questions will be spoken using text-to-speech by default. However, there is a possibility to combine spoken text and audio files with adding the audio title.

Break element – configuration

Use the break element in your queue messages to indicate a short pause between text elements.

<break />

The break element is used to insert pauses between text, and has the following attributes:

• strength: An optional attribute having one of the following values:

  • none

  • x-weak (mnemonic for "extra weak")

  • weak

  • medium (default)

  • strong

  • x-strong (mnemonic for "extra strong")

Sometimes you need a break<break/>in the middle of your sentences.

A longer break<break strength="x-strong"/>can be used for dramatic effect.