Contents
- Introduction
- Scenario Builder Application
- Scenario Blocks
- Accept
- Add to Calling List
- Answer
- Attached Data
- Collect Digits
- Comment
- Connect Call
- Connect Chat
- DB Execute
- Exception Handler
- Exit
- Fetch URL
- Find Agent
- Get Next Record
- Get Statistics
- Get User Configuration
- Goto
- If
- Internal Message
- Log
- Menu
- Play Prompt
- Record
- Request Callback
- Request Input
- Request Skill or Service
- RightNow Create Object
- RightNow Screen Pop
- RightNow Search
- RightNow Select Account
- RightNow Update
- Salesforce.com Delete
- Salesforce.com Insert
- Salesforce.com Screenpop
- Salesforce.com Search
- Salesforce.com Update
- Save Survey Response
- Self-Service Provided
- Search Directory
- Send Message
- Set Agent State
- Set Disposition
- Set Priority
- Set Prompt Language
- Set Variable
- Start Another Scenario
- Stop Prompt
- Voicemail
- Wait
- Web Screen Pop
- Zendesk Create Object
- Zendesk Screen Pop
- Zendesk Search
- Zendesk Select Account
- Zendesk Update Object
- Variables and Expressions
- Voice Segment Types
- 1 Voice Segments
- Scenario Example
Voice Segments
This section describes the types of voice segments that can be used to create voice prompts for scenario blocks Collect Digits, Menu, and Play Prompt. The drop-down menu of voice segment types appears when you select Add New in the Prompt list dialog and click Add voice segment. Voice segment parameters depend on the selected segment type. These segment types are explained as follows.
Note: All voice segment files must be in PCM/16-bit/8 KHz/Mono format.
Types
Voice
The Voice segment lays the content of the uploaded voice file. When creating a new segment of this type, click upload and select the voice file to be played. You can also enter the content of this message as a text in the Content field. If the scenario cannot find the file, it will convert to speech and play the text specified in this field.
Note that the text-to-speech function may not be available for all languages. You can obtain the list of the currently supported languages from your service provider.
Shared Voice
The Shared Voice segment plays the content of the selected shared voice segment defined at the contact center level for use in multiple scenarios. Select the name of the desired shared voice segment from the drop-down menu.
Voice, from parameter
This segment plays the voice segment defined as an external parameter whose value depends on which dial-in scenario entry this scenario is to be used.
Define the variable name here and set its values in property Scenario parameters of the dial-in scenario entries where this scenario will be used. Note that although the full format of the variable is $(app.custom.XXX), you only need to define the XXX part in the variable field.
Number
The Number segment plays the specified number.
It can be defined as a variable. Use Frac.digits to define the number of digits after the decimal point to which the natural numbers will be rounded when played as voice (e.g., if Frac.digits is set to 2 and the variable defined in the Value field returns 173.2534895, the voice segment will be played as one hundred seventy-three point twenty-five.
Ordinal
The Ordinal segment plays the specified number as an ordinal number. It can be defined as a variable.
Currency
The Currency segment plays the specified amount and the selected currency (e.g. sixty-nine euros). The amount can be defined as a variable.
Note that not all currencies are supported in all languages.
DateTime
The DateTime segment plays the specified date and/or time in the selected format for the selected time zone. Date and time can be defined as a variable. The input is expected in Unix time (number of seconds elapsed since 1/1/1970, 00:00:00 UTC).
The parsedatetime function can be used to convert a human-readable time string into the Unix time.
Phone
The Phone segment plays the specified phone number. The number will be pronounced according to the pattern accepted in the selected language. It can be defined as a variable.
Spell
The Spell segment spells the specified phrase, and it can be defined as a variable.
Select the Read Capitals checkbox if the capital letters in the phrase shall be preceded with the word capital (e.g., aZf will be spelled as a-z-f when the checkbox is not selected, and a-capital-z-f when it is selected).
Word
The Word segment plays a single-word .WAV file with the specified name from the <root>\audio\talkers\[selected_language]\words directory. The name can be defined as a variable.
Note that the Word segment type is currently supported for Enterprise installations only.
Personal Name
The Personal Name segment plays the specified parts of personal names with the correct intonation (e.g., for a full three-part name, the intonation will rise while playing the first name, be neutral for the middle name, and will drop for the last name). The name parts are contained in the <root>\audio\talkers\[selected_language]\names directory.
This segment type is currently supported for Enterprise installations only.
Text
This segment converts to speech and plays the specified text. The Text segment can be defined as a variable.
URL
The URL segment plays the voice content from the source indicated by the specified URL.
This segment type is designed to play back the prompts recorded by the Record block and takes the URL parameter as returned by that block.
If the URL points to some other location, the system will copy the voice content referenced by the URL, cache it locally, and use it for all subsequent scenario executions until the cache is purged. Therefore, (1) voice content referenced by the URL must be available at all times, and (2), possible changes of the voice content referenced by the URL may not be detected as long as URL itself remains unchanged.
EWT
The EWT segment plays the current estimated wait time for the given interaction in the hours, minutes, seconds format.