音声処理
音声処理とは、コールがキューで待機しているときや保留中など、特定の状況でシステムが発信側へ流す録音済みの音声信号（トーン、音楽、またはメッセージ）です。 Bright Patternコンタクトセンターは、上記のような全ての状況に対して既定の音声処理パターンを提供します。既定のパターンの代わりにカスタマイズした音声処理パターンをご利用できます。
既存の音声処理パターンの再生、カスタマイズしたパターンへの置換えをするには、コールセンター設定メニューの音声処理を選択します。
カスタマイズした音声処理パターンを使用する状況を選択します。音声アイコンをクリックすると、現在使用されているメッセージを再生できます。それを新しいパターンに置き換えるには、アップロードをクリックしご希望の音声ファイルを選択します。ファイルのコンテンツは、非圧縮のPCM A-lawまたはµ-law 16ビット形式でエンコードしなければなりません。
既存パターンを完全に置き換えるのではなく、そのパターンの音量を調整することができます。これを行うには、音声アイコンをクリックし、対応する音声ファイルをダウンロードし、サードパーティの音声編集アプリケーションを使用して音量を調整し、変更したファイルをシステムにアップロードします。
画面プロパティ
音声処理の画面プロパティは以下の通りです。
Hold and queue music
Hold and queue music is the audio that is played to the party currently waiting on hold or in queue. For specific queues, this signal can be redefined at the scenario level. See the description of the Find Agent block in the Scenario Builder Reference Guide.
Call in queue notification
Call in queue notification indicates that there is a service call waiting in queue. This notification can be provided to agents with matching skills who are currently in the After Call Work state. Note that this message will be played only if enabled as part of service configuration.
Use the repeat every setting to define how often this notification will be played.
Internal chat notification
Internal chat notification indicates the arrival of an internal chat interaction.
External chat and preview record notification
This notification indicates the arrival of an external chat interaction. This signal is also used to indicate the delivery of a preview record for outbound campaigns.
Use the repeat every setting to define how often this notification will be played until the interaction is accepted.
New chat message notification
When enabled, this notification tone will notify agents about the arrival of every new chat message within their established chat sessions.
Note: This setting enables playback for agents only. If you want your customers to receive an audio notification upon arrival of chat messages from agents, you should enable this capability in the code of your mobile chat applications and/or web HTML snippets.
DTMF suppression sound
This is the sound that the agents will hear instead of the actual DTMF for the calls via dial-in scenario entries where the DTMF Suppression Function is enabled. In a multi-party call where there can be multiple agents and multiple external parties, only agents are isolated. Any participant on a call without a user_id may hear the DTMF digits. The user_id is isolated in order to support agents logged in on external numbers (trunk calls) as well as on nailed connections.
Note: For the calls where DTMF was suppressed in the above manner, their voice recordings will also contain the DTMF suppression sound instead of actual DTMF tones.
While logged on external phone
You can redefine the three signal tones that the agents hear when using an external phone (i.e., when they log in with the phone device option An external phone or Dial-in and keep line open):
- incoming call – Equivalent to ringing tone
- call waiting - incoming call while talking – Indication of another incoming call while talking
- line idle – Indication that current active call is terminated
While logged on a softphone
You can redefine the following two signal tones that the agents hear when using a softphone (i.e., when they log in with the phone device option Softphone with computer headset):
- incoming call – Ringing tone
- call waiting - incoming call while talking – Indication of another incoming call while talking
- call end notification - When enabled, this sound indicates that the call has ended
- call on hold end notification - When enabled, this sound indicates that the call is no longer on hold
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