PureConnect

 View Only
Discussion Thread View
  • 1.  Randomize Queue Audio Possible?

    Posted 05-15-2019 15:51
    Hello

    We would like to randomize the hold music that customers hear while waiting in the queue.  We currently have our queue audio set up in Attendant stepping through some music, a message, and every so often a callback option.  Is there any way to randomize the hold music they would hear.  The audio source needs to be set to a specific wave file, but it would be great if that audio source could randomly play from a group of files in a folder.  We dont have a streaming media server and we would like to avoid going that route.  Some callers call often and we would like to not have them start at the same audio every time.  Any ideas?

    Thanks!
    #Routing(ACD/IVR)

    ------------------------------
    Kevin Keller
    FortisBC Energy Inc.
    ------------------------------


  • 2.  RE: Randomize Queue Audio Possible?

    Posted 05-15-2019 16:59
    This can be done at the workgroup container in Administrator. If you have a work group created internally, you can configure this at the work group configuration. This would be on the Files tab. 

    On hold music: their would be a configure button and that will bring up the Audio Configuration dialog box which give you a few options including use of random wave file, use wave file, or and use audio source file which you can set the audio duration to play in seconds.

    Hope that will assist you in the right direction.

    ------------------------------
    Phatana Souvanna
    Elevate Credit Services, LLC
    ------------------------------



  • 3.  RE: Randomize Queue Audio Possible?

    Posted 05-16-2019 10:15
    Thanks Phantana.  I was aware of this approach which will work if you just send a call to the queue, but we have a string of queue audio steps set up in Attendant to alternate between music files and company messaging.  The option in attendant is a custom message or an audio source, which is set up in IA and can only point to a specific wav file.

    ------------------------------
    Kevin Keller
    FortisBC Energy Inc.
    ------------------------------



  • 4.  RE: Randomize Queue Audio Possible?

    Posted 05-16-2019 10:32
    An option for this is to move your in queue audio out of attendant and move it into a handler initiated from the "CustomIntAttACDAudio" customization point (if you only want this to play for attendant workgroup queue operations).

    Let's say you had music on hold files moh_1.wav. moh_2.wav, moh_3.wav, etc, etc.  Genesys doesn't have a great "random" selection tool, but here is a method I've used to do something similar:

    • Get a list of your file names:  you can iterate through a using string concatenation to make your file names and the get file statistics toolstep to see if the file actually exists to build a list of valid hold music file names
    • Get the length of your list.
    • Get some kind of seed value (I like to use DateStrTZ converted to an integer)
    • Take the modulus of your seed value divided by your list length (will always return an index in your list)
      • mod(20190516082730, 6) = 2 , so the the filename at index 2 would be selected.
    • Use play audio to play that specific filename
    • Flush audio with an extended get key step

    This isn't perfectly random, but it lets you drop in files in the given format without having to go back and make changes and it should select different audio files pretty consistently.  Again, someone else will probably post something way less convoluted, but in the event that they don't this is an option that I've used with some success for picking "random" values from a list.

    ------------------------------
    Aaron Lael
    State of Utah
    ------------------------------



Need Help finding something?

Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources