Original Message:
Sent: 03-03-2023 11:51
From: Melissa Bailey
Subject: Play a System Prompt with a voice other than Arabella
The Call.EstimatedWaitTime system variable exists in inqueue call flows, not common module flows. Common.duration in an input to the common module so you can pass the value of Call.EstimatedWaitTime to it. If you're not using a common module, then just directly use Call.EstimatedWaitTime.
You need to switch the play audio action to custom expression mode, don't just add an expression item to the sequence builder.
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Melissa Bailey
Genesys - Employees
Original Message:
Sent: 03-03-2023 05:39
From: Thomas Repking
Subject: Play a System Prompt with a voice other than Arabella
Thank you very much, Melissa. I've got it half figured out. I honestly never used shared modules until now, so I want to put it directly into my in-queue flow. The first thing I don't understand is: I think the IsSet(Common.duration) is a variable that holds the value of the Call.EstimatedWaitTime? If so, could you please show me how to create this variable? I get the update statements to work, but the second thing is: when I insert the expression into the audio, the expression editor doesn't show any error, but the audio action itself says 'AudioPlaybackOptions' at position 22: Must be the last operation performed in an expression (see attached screenshot).<o:p></o:p>
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Thomas Repking
Canada Life Group Services Limited
Original Message:
Sent: 03-02-2023 11:39
From: Melissa Bailey
Subject: Play a System Prompt with a voice other than Arabella
I did it in a common module but sadly this forum won't let me attach the file. So see the screenshot, full expressions will be listed below. You can create your own common module if you want and pass the Call.EstimatedWaitTime value or just put the logic directly in your inqueue call flow. Also decide what you want to play in the no paths. I put in some dummy audio, but note that the actual Play EWT action will not play anything out loud in those cases. Lastly this example is in English, but you can insert the appropriate words for hours/minutes/seconds in German.
Task.durationAsSeconds is ToInt(ToInt(Common.duration)/1000)
Task.hourValue is ToInt(Task.durationAsSeconds/3600)
Task.leftOver is Task.durationAsSeconds - (3600*Task.hourValue)
Task.minuteValue is ToInt(Task.leftOver/60)
Task.secondValue is Task.leftOver % 60
The play audio expression is
AudioPlaybackOptions(ToAudioTTS(Append(If(Task.hourValue > 0, Append(ToString(Task.hourValue), If(Task.hourValue==1, " hour ", " hours ")), ""), If(Task.minuteValue > 0, Append(ToString(Task.minuteValue ), If(Task.minuteValue==1, " minute "," minutes ")), ""), Append(Task.string, If(Task.secondValue > 0, Append(ToString(Task.secondValue ), If(Task.secondValue==1, " second ", " seconds")), "")))), true)
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Melissa Bailey
Genesys - Employees
Original Message:
Sent: 03-02-2023 10:26
From: Thomas Repking
Subject: Play a System Prompt with a voice other than Arabella
Oh, wow, yes, that looks like it could work. Thanks, Melissa, but building this expression is way too challenging for my skills. Would be great if I could get some more help/guidance from you. (So you need to do math on the value yourself to break it up into hours/minutes/seconds value and then play the individual pieces, inserting the "hours", "minutes", "seconds" words as necessary.)
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Thomas Repking
Canada Life Group Services Limited
Original Message:
Sent: 03-02-2023 10:09
From: Melissa Bailey
Subject: Play a System Prompt with a voice other than Arabella
If you look at the documentation for the ToString function, that is what a duration value looks like.
You can also convert the EWT to an integer value and play that, but then your caller have to do math in their head (divide by 60 for minutes, take remainder for seconds) to figure out what it means. They're not going to be thrilled with that.
So you need to do math on the value yourself to break it up into hours/minutes/seconds value and then play the individual pieces, inserting the "hours", "minutes", "seconds" words as necessary.
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Melissa Bailey
Genesys - Employees
Original Message:
Sent: 03-02-2023 09:46
From: Thomas Repking
Subject: Play a System Prompt with a voice other than Arabella
I´m so sorry, but this does not play the duration in min and sec but saying something like: your estimated wait time is pt one m ten s
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Thomas Repking
Canada Life Group Services Limited
Original Message:
Sent: 03-02-2023 09:11
From: Paul Simpson
Subject: Play a System Prompt with a voice other than Arabella
My apologies, too much Copy and paste!
Append("Your estimated wait time is ", ToString(ToDuration(Call.EstimatedWaitTime)))
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Paul Simpson
Eventus Solutions Group
Original Message:
Sent: 03-02-2023 02:45
From: Thomas Repking
Subject: Play a System Prompt with a voice other than Arabella
Hi Paul, thank you for your answer. Unfortunately I get the error
'ToString' at position 40 : There is no implementation that accepts a parameter of type Audio.
when I try it.
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Thomas Repking
Canada Life Group Services Limited
Original Message:
Sent: 03-01-2023 09:12
From: Paul Simpson
Subject: Play a System Prompt with a voice other than Arabella
Try
Append("Your estimated wait time is ", ToString(ToAudioDuration(Call.EstimatedWaitTime)))
instead. It looks like the Append isn't auto-casting the Audio Duration to a String.
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Paul Simpson
Eventus Solutions Group
Original Message:
Sent: 03-01-2023 08:27
From: Thomas Repking
Subject: Play a System Prompt with a voice other than Arabella
The Append("Your estimated wait time is ", ToAudioDuration(Call.EstimatedWaitTime)) gave me the Error: 'Append' at position 1 : There is no implementation that accepts parameters of String and Audio.
So I did an audio sequence, the TTS part plays with the correct voice, the ToAudioDuration part still plays with Arabella
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Thomas Repking
Canada Life Group Services Limited
Original Message:
Sent: 02-23-2023 12:13
From: Robert Wakefield-Carl
Subject: Play a System Prompt with a voice other than Arabella
Instead of using the Estimated Wait Time took, use a Play Prompt with the following: Append("Your estimated wait time is ", ToAudioDuration(Call.EstimatedWaitTime)).
Now, if you don't want exact, then you need to pull out the duration and round up or down on it before playing back to caller. Does that clarify it for you?
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Robert Wakefield-Carl
TTEC Digital, LLC fka Avtex Solutions, LLC
Contact Center Innovation Architect
https://www.Avtex.com
https://RobertWC.Blogspot.com
Original Message:
Sent: 02-22-2023 06:29
From: Thomas Repking
Subject: Play a System Prompt with a voice other than Arabella
Thank you Robert, I think this could work. Unfortunately I don´t know how to do it. Can you please help me with the syntax? My Flow looks like this at the moment:
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Thomas Repking
Canada Life Group Services Limited
Original Message:
Sent: 02-21-2023 23:17
From: Robert Wakefield-Carl
Subject: Play a System Prompt with a voice other than Arabella
Take the value of the Call.EstimatedWaitTime and read it back with ToAudioDuration(Call.EstimatedWaitTime). That should play in the Enhanced TTS voice.
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Robert Wakefield-Carl
TTEC Digital, LLC fka Avtex Solutions, LLC
Contact Center Innovation Architect
https://www.Avtex.com
https://RobertWC.Blogspot.com
Original Message:
Sent: 02-09-2023 06:50
From: Thomas Repking
Subject: Play a System Prompt with a voice other than Arabella
I would like to have the estimated waiting time announced in an inqueue flow. We are a German speaking company and use the Genesys Enhanced TTS voice de-DE-ChristophNeural for most announcements. The Call.EstimatedWaitTime uses system prompts for the actual time indication. These are in the standard Genesys TTS with the voice Arabella. For a consistent user experience, I would like to have everything spoken in the voice de-DE-ChristophNeural. Does anyone know how I can do this?
#Unsure/Other
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Thomas Repking
Canada Life Group Services Limited
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