Tag Archive for: Voice Prompts

Technical learning word cloud

WTF is a DNIS Map?

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Route by DNIS? A common call center request is to provide a custom greetings or route a call to a Customer Service Queue (aka CSQ) based on the number the caller dialed.   DNIS or "dialed number information service" is usually the solution…
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Amazon Connect - Play Pre-Recorded messages to remote Voice Mail?

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Recorded Message Use Case In an outbound  call center an agent may make several hundred phone calls each and every working day.     When the person they dialed does not answer and the call is forwarded to voice mail, the Agent leaves a…
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Lex a conversational voice interface for Amazon Connect call trees.

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Historically touch tone "call trees" have over populated the IVR landscape prompting callers to "Press 1 for this and Press 2 for that". This has been the standard since the first half of the last century! You would think that in the 21st century…
Contact center terminology word cloud

The Achilles Heel of all Cloud Based Call Centers!

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The Cloud Call Center Problem Statement! A very common call center requirement is the ability to route a call based on the DNIS number dialed.  This is simple enough when you have only a few DNIS numbers to manage, but consider this application: …
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Add DNIS routing to your ShoreTel ECC Contact Center!

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Why Route by DNIS? Routing by the number the caller dialed, or DNIS is the preferred routing strategy for any Call Center call flow.  Clearly you can assign a DID phone number to a specific call flow and anyone who knocks on that door is answered…
Desk telephone handset photograph

The sad sound of a silent voice

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Since late 1998, I have had the pleasure of working with the wonderful folks at OnHoldAdvertising!  The husband and wife team of Brent Brace and Karen Kelly have produced literally millions of voice prompts for thousands of systems throughout…
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Editing ShoreTel System Prompts or WTF is a PHR file?

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"Welcome to the ShoreTel Conferencing" sounds like a commercial announcement and many system owners want it changed! After all they just paid a big whack of money to own a brand new brilliantly simple phone system! Now when they have a client…
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ShorTel Tech Tip – Bulk Sound File Converter for WAV to ShoreTel format or CISCO format!

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We have previously posted a blog on the creation of ShoreTel WAV files using the Call Manager the desired result.  This is clearly a readily available tool and can reliably be used for small Automated Attendant greetings and to meet other WAV…
Audio editing waveforms

Have you set your Holiday Phone Message Schedule yet?

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It was the night before Christmas and all through the house not a create was stirring, except the technical support team!  It does not matter what holiday it is, the result is always the same.  At 4:45PM the day before the Holiday our Call…

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