Queue Messages

Introduction

Use the UCCUCC stands for Unified Contact Center and consists of a queue that can be handled by Agents. Each UCC has its own settings, interactive voice response questions and Agents with specific skills. Agents can be member of, or sign up to, one or more UCCs. Sharepoint Dashboard – Dialogue Management widget to create your IVRInteractive Voice Response (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 CallbackThe CallBack feature 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).

Take a closer look at Scenario 6 to learn how to configure the q - message to let customers know their queue position and the number of active agents handling the calls.

 

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

Requirements: Supported from Core version 8.1, SP Template version 8.1

<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>

Note Spoken text and audio files can be combined, e.g. when a beep tone is introduced.

 

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.

Example Please say your name after the tone <audio title="beep" />

 

Break element – configuration

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

Requirements: Supported from Core version 8.1, SP Template version 8.1

<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.