Aflac
SPECIAL ANNOUNCEMENT BASED ON EWT:
For Aflac customization "Special Announcement based on EWT", two new segment variables "ANNOUNCEMENT_THRESHOLD", "ANNOUNCEMENT_SCRIPT" were introduced. "ANNOUNCEMENT_THRESHOLD" needs to be specified in seconds, for ex: value should be 3600 for 1 hour. And the "ANNOUNCEMENT_SCRIPT" is the media folder name. (note: media folders will be present inside "VHT_<selected language>").
When ever the "EWT Original" exceeds the value configured in "ANNOUNCEMENT_THRESHOLD", then the prompts will be played from configured "ANNOUNCEMENT_SCRIPT" folder rather than VHT_<selected language>/Default.
Example:
ANNOUNCEMENT_THRESHOLD = 3600
ANNOUNCEMENT_SCRIPT = AnnouncementScript
SEGMENTLANGUAGE = English
EWTOriginal = 4000
Here as the EWTOriginal is exceeding the configured ANNOUNCEMENT_THRESHOLD value, prompts will be played from configured script VHT_English/AnnouncementScript instead of VHT_English/Default folder.
If the configured script folder doesn't exist then the prompts will be played from default folder VHT_English/Default
Default Values of Segment Variables:
ANNOUNCEMENT_THRESHOLD = 3600
ANNOUNCEMENT_SCRIPT = Default
Code:
https://github.com/VHT/VXML-IVR/tree/Aflac_customization
Scripts:
SCHEDULING:
With this customization, the caller no longer needs to select the Day or enter the time manually for scheduling a callback. Instead of the manual day and time selection, VIS will directly offer the time slots that are available for scheduling and the caller will be asked to select one of the offered slots. If the caller doesn't choose any time slot the call will be disconnected.
The user experience with this customization will be:
When the caller chooses to schedule a callback, they will be asked to select the time zone (it the time zone option is enabled). After selecting the time zone, the first available slot of the current week is offered as "first available slot",
To receive a call back at <First open time slot of the week> <Today/Tomorrow/Day Name/Next week day name> press 1To choose a different time slot, press 2.
The caller can opt for the first available slot by pressing 1 or he can choose to select a different time slot by pressing 2. If the caller chooses 2 for a different slot, then the fast forward menu will be played with the immediate next 4 available slots in the week as below,
For <Time><Day> press 1
For <Time><Day> press 2
For <Time><Day> press 3
For <Time><Day> press 4
To choose another time, press 5.The caller can choose any of the time slots by pressing the corresponding digit or they can select to hear further slots by selecting option 5, then the fast forward menu will repeat with another 4 slots. This fast forward menu will repeat as many times until all of the open slots in the week are presented or until the "maximum fast forward suggestions" (which is a configurable option in call back under "configuration > Voice Experience > Menu Options") count is breached. For the last iteration of the fast forward menu, the 5th "more slots" option will not be available.If the caller does not choose any of the offered time slots or if the maximum no match/no input count is reached, the call will be disconnected by prompting "you have reached the maximum number of attempts allowed. Thank you for calling, Good bye."If there are no slots available after "first available slot" then the call will be disconnected by prompting "there are not appointments available around <first available slot> Thank you for calling, Good bye."
Transfer to DN When Appointment Full:
When scheduling a callback if the "Appointment Full" exception happens, the call used to transfer to hold/disconnect based on choose hold enabled/disabled respectively. But now if the "Appointment Full" exception happens and the choose hold is disabled, the call will be transferred to a DN (configured in toolkit.properties as com.virtualhold.toolkit.avaya.disconnectonappointmentfulldn ) instead of simply disconnecting.
Code:
https://github.com/VHT/VXML-IVR/tree/Aflac_customization
Base version : 6.7.0.3136
