AT&T

Restriction: This feature or information is available to Medallia employees only and it is not to be shared outside the company.

[BEFORE CHANGES]: Previously the Normal mode introduction prompt verbiage was like:

Thank you for calling AT&T.All of our experts are assisting other callers We can register you to receive a callback when it is your turn to speak to an expertin 4-6 minutes

[AFTER CHANGES]: Now this Normal mode introduction prompt verbiage is changed to:

Thank you for calling AT&T.All of our experts are assisting other callers

<new logic>

intro_a_4.wav We can begin connecting you to one of our online chat experts.holdtimechatewtphrase.wav The current wait time for an online chat expertis less than one minuteor.wav Or

</new logic>

We can register you to receive a callback when it is your turn to speak to an expert in 4-6 minutes

As shown in the changes the new chat prompts will be played.

  • For the intro_a_4.wav to be played in the greeting, the messaging feature should be enabled and its corresponding settings should be enabled:
  • MessagingToken should be there.

UI Path (ConfigurationManagement -> system-settings -> VHT Messaging -> API Token = <API_TOKEN>)

  • MessagingEnabled should be enabled.

UI Path (ConfigurationManagement -> segments -> VXML Interaction Server (VIS) -> Normal Menu Order = Messaging)

UI Path (ConfigurationManagement -> voice-experience -> Menu Options ->Offer Caller Choice to Receive Message in the Main Menu = True)

  • For calculating the chat EWT time a new Segment variable MESSAGINGEWT was added:
  • MESSAGINGEWT should have a valid time or in case not present by default it will be assigned to 60 sec.

UI Path (ConfigurationManagement -> segment-variables -> VXML Interaction Server (VIS) -> EWT for Messaging)

  • MAINMENUSPEAKEWT should be true.

UI Path (ConfigurationManagement -> Voice Experience -> EWT Placement -> In Main Menu - Normal Mode)

  • MessagingEnabled should be True

UI Path (ConfigurationManagement -> segments -> VXML Interaction Server (VIS) -> Normal Menu Order -> Messaging)

UI Path (ConfigurationManagement -> voice-experience -> Menu Options ->Offer Caller Choice to Receive Message in the Main Menu = True)

Project: VHT/VXML-IVR

Relative Zira ticket: TVE-92

VIS changes branch: ATT_customizations