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  • 1.  Data Callback for Virtual Hold

    Posted 12-22-2019 21:45
    No replies, thread closed.
    Hi All,
    Looking for some assistance with Virtual Hold, specifically around the system reading back caller ani or number entered. 
    My workplace has chosen to use voice talent; this has been implemented in all our recorded messages (Australian female voice); however, when the phone number is read back to the caller as part of Virtual Hold, the system uses the PureCloud inbuilt audio. 
    Is there a way I can change this and upload the voice talent we have? Our talent has recorded 0 to 9 in separate recordings.
    thank you in anticipation.
    #ArchitectureandDesign

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    Julie Miller
    Southern Metropolitan Cemeteries Trust
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  • 2.  RE: Data Callback for Virtual Hold

    Posted 12-22-2019 23:03
    No replies, thread closed.
    Try using the ToAudio function instead.  Basically, use an Expression in the prompt list and use ToAudioPhoneNumber(Right(Call.ANI,10)) in the expression editor.  That should play the TTS you have chosen and not the default.  

    Another option is to have your talent record 0 to 9 as prompts them use a loop of 10 times with a Find Prompt using ToString(Left(Right(Call.ANI,10),Task.LoopCount)) and Play Audio with the result of the Find.  

    Let me know if that works.
    Robert


    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 3.  RE: Data Callback for Virtual Hold

    Posted 12-23-2019 21:30
    No replies, thread closed.
    thanks Robert, I will give that a go.

    ------------------------------
    Julie Miller
    Southern Metropolitan Cemeteries Trust
    ------------------------------

    Original Message


  • 4.  RE: Data Callback for Virtual Hold

    Posted 12-26-2019 12:24
    No replies, thread closed.
    If you want to replace the System prompt audio with your own, Architect does allow you to upload your own and replace what is built-in:
    Be advised, that replaces the system prompt audio with your own everywhere it is used, not just for the application you are describing. If you later decide you want to go back to the original system audio, you can use the "Revert to Default" option which shows up in that menu after the prompt has been modified.


    ------------------------------
    George Ganahl GCP (PureCloud) ICCE
    Principal Technology Consultant
    Genesys
    ------------------------------

    Original Message


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