TSG

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

Inbound - Do not Play EWT in CBDC:

As per the TSG requirement, we have removed the EWT prompts before playing the CBDC menu.

So we should not be hearing the prompts,

\callback_double_check_cb_time\callback_double_check_cb_time_1.wav, <TIME prompts> -"The time remaining before your pending callback will be placed is, <amount of EWT>" before the CBDC menu.

The customization branch is "VXML_IVR"

Outbound Customization:

In TSG outbound customization, After the customer press 1 to speak with the agent, VIS will make a request to an external VXML page at /GEN_CallBack/src-gen/From_VHT.vxml. If this request is successful and returned a string resultValue="IdMatch" then the call will be transferred to the agent by playing the prompt "Please wait while your call is transferred". Otherwise, the callback will be canceled by playing the prompt "your callback has been canceled, thank you for calling"

The customization branch is "VXML_IVR"

Sample.WAR file for external VXML page is available at https://www.pivotaltracker.com/story/show/176713653/comments/221633277