Genesys Cloud - Main

I have raised a case to Support on this and have been told the system has issues with abbreviations. 

Backstory, our user name is Jan, not January. She did not want to record her own Name in the VM setup and wants the system to speak her name. - Consistency with the rest of the users. 
Issue: The system sees Jan, and says January. 
I can also replicate this with Feb, if I set my first name to Feb, the system will read it back as February. 

Wouldn't/shouldn't this be considered a bug? Any help would be appreciated.
#Unsure/Other

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Angelia Harper
Avtex
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I don't think it would be considered a bug, since it is a useful feature of the TTS in other areas.

It's probably more along the lines of asking for a new feature to be able to enter a phonetic spelling of the user name in the User settings for the TTS to use when pronouncing the name.

You can ask Care to explore further whether it can be entered as having negative impact on a customer. The business impact is very small, since in the grand scheme very, very few users will have a name that matches a month, and there is easy capability of recording the name to be used. So, again, I doubt it will be considered a bug.

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George Ganahl CCXP, GCP
Principal Technology Consultant
Genesys
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Thank you George.

------------------------------
Angelia Harper
Avtex
------------------------------

Original Message:
Sent: 07-23-2019 13:52
From: George Ganahl
Subject: System Name Playback on VM

I don't think it would be considered a bug, since it is a useful feature of the TTS in other areas.

It's probably more along the lines of asking for a new feature to be able to enter a phonetic spelling of the user name in the User settings for the TTS to use when pronouncing the name.

You can ask Care to explore further whether it can be entered as having negative impact on a customer. The business impact is very small, since in the grand scheme very, very few users will have a name that matches a month, and there is easy capability of recording the name to be used. So, again, I doubt it will be considered a bug.

------------------------------
George Ganahl CCXP, GCP
Principal Technology Consultant
Genesys
------------------------------

Try spelling the name all in lower case - this stops Purecloud from seeing words it does not know as abbreviations and so may also help in this case.

------------------------------
Mike Hardie
CALLSCAN AUSTRALIA PTY. LTD.
------------------------------

Original Message:
Sent: 07-23-2019 16:00
From: Angelia Harper
Subject: System Name Playback on VM

Thank you George.

------------------------------
Angelia Harper
Avtex
------------------------------


Original Message:
Sent: 07-23-2019 13:52
From: George Ganahl
Subject: System Name Playback on VM

I don't think it would be considered a bug, since it is a useful feature of the TTS in other areas.

It's probably more along the lines of asking for a new feature to be able to enter a phonetic spelling of the user name in the User settings for the TTS to use when pronouncing the name.

You can ask Care to explore further whether it can be entered as having negative impact on a customer. The business impact is very small, since in the grand scheme very, very few users will have a name that matches a month, and there is easy capability of recording the name to be used. So, again, I doubt it will be considered a bug.

------------------------------
George Ganahl CCXP, GCP
Principal Technology Consultant
Genesys

I thought about that, Mike...but this is the person's name in the Directory. They don't want to have her record her own voice prompt do to wanting uniformity, so I doubt they want to make her display name different from all the rest (especially since people will undoubtedly tell her from time to time that her name is "spelled wrong" on her profile).

------------------------------
George Ganahl CCXP, GCP
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 07-23-2019 23:42
From: Mike Hardie
Subject: System Name Playback on VM

Try spelling the name all in lower case - this stops Purecloud from seeing words it does not know as abbreviations and so may also help in this case.

------------------------------
Mike Hardie
CALLSCAN AUSTRALIA PTY. LTD.
------------------------------


Original Message:
Sent: 07-23-2019 16:00
From: Angelia Harper
Subject: System Name Playback on VM

Thank you George.

------------------------------
Angelia Harper
Avtex


Original Message:
Sent: 07-23-2019 13:52
From: George Ganahl
Subject: System Name Playback on VM

I don't think it would be considered a bug, since it is a useful feature of the TTS in other areas.

It's probably more along the lines of asking for a new feature to be able to enter a phonetic spelling of the user name in the User settings for the TTS to use when pronouncing the name.

You can ask Care to explore further whether it can be entered as having negative impact on a customer. The business impact is very small, since in the grand scheme very, very few users will have a name that matches a month, and there is easy capability of recording the name to be used. So, again, I doubt it will be considered a bug.

------------------------------
George Ganahl CCXP, GCP
Principal Technology Consultant
Genesys

I tested that and it still read January. We just have to display her name as Jann for now.

------------------------------
Angelia Harper
Avtex
------------------------------

Original Message:
Sent: 07-24-2019 08:48
From: George Ganahl
Subject: System Name Playback on VM

I thought about that, Mike...but this is the person's name in the Directory. They don't want to have her record her own voice prompt do to wanting uniformity, so I doubt they want to make her display name different from all the rest (especially since people will undoubtedly tell her from time to time that her name is "spelled wrong" on her profile).

------------------------------
George Ganahl CCXP, GCP
Principal Technology Consultant
Genesys
------------------------------


Original Message:
Sent: 07-23-2019 23:42
From: Mike Hardie
Subject: System Name Playback on VM

Try spelling the name all in lower case - this stops Purecloud from seeing words it does not know as abbreviations and so may also help in this case.

------------------------------
Mike Hardie
CALLSCAN AUSTRALIA PTY. LTD.


Original Message:
Sent: 07-23-2019 16:00
From: Angelia Harper
Subject: System Name Playback on VM

Thank you George.

------------------------------
Angelia Harper
Avtex


Original Message:
Sent: 07-23-2019 13:52
From: George Ganahl
Subject: System Name Playback on VM

I don't think it would be considered a bug, since it is a useful feature of the TTS in other areas.

It's probably more along the lines of asking for a new feature to be able to enter a phonetic spelling of the user name in the User settings for the TTS to use when pronouncing the name.

You can ask Care to explore further whether it can be entered as having negative impact on a customer. The business impact is very small, since in the grand scheme very, very few users will have a name that matches a month, and there is easy capability of recording the name to be used. So, again, I doubt it will be considered a bug.

------------------------------
George Ganahl CCXP, GCP
Principal Technology Consultant
Genesys

You could use the IPA phonetic symbol...but that isn't much better than Jann

Jæn

------------------------------
George Ganahl CCXP, GCP
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 07-24-2019 09:09
From: Angelia Harper
Subject: System Name Playback on VM

I tested that and it still read January. We just have to display her name as Jann for now.

------------------------------
Angelia Harper
Avtex
------------------------------


Original Message:
Sent: 07-24-2019 08:48
From: George Ganahl
Subject: System Name Playback on VM

I thought about that, Mike...but this is the person's name in the Directory. They don't want to have her record her own voice prompt do to wanting uniformity, so I doubt they want to make her display name different from all the rest (especially since people will undoubtedly tell her from time to time that her name is "spelled wrong" on her profile).

------------------------------
George Ganahl CCXP, GCP
Principal Technology Consultant
Genesys


Original Message:
Sent: 07-23-2019 23:42
From: Mike Hardie
Subject: System Name Playback on VM

Try spelling the name all in lower case - this stops Purecloud from seeing words it does not know as abbreviations and so may also help in this case.

------------------------------
Mike Hardie
CALLSCAN AUSTRALIA PTY. LTD.


Original Message:
Sent: 07-23-2019 16:00
From: Angelia Harper
Subject: System Name Playback on VM

Thank you George.

------------------------------
Angelia Harper
Avtex


Original Message:
Sent: 07-23-2019 13:52
From: George Ganahl
Subject: System Name Playback on VM

I don't think it would be considered a bug, since it is a useful feature of the TTS in other areas.

It's probably more along the lines of asking for a new feature to be able to enter a phonetic spelling of the user name in the User settings for the TTS to use when pronouncing the name.

You can ask Care to explore further whether it can be entered as having negative impact on a customer. The business impact is very small, since in the grand scheme very, very few users will have a name that matches a month, and there is easy capability of recording the name to be used. So, again, I doubt it will be considered a bug.

------------------------------
George Ganahl CCXP, GCP
Principal Technology Consultant
Genesys