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Dynamic audio files

Dynamic audio files

Overview

In Interaction Plans Architect, if enabled for your account, you can configure certain applets to dynamically identify required audio files at run time.

You can use dynamic audio files in the following applets:

  • Take Message applet

  • Universal Contact Distributor (UCD) applet

  • Announcer applet

  • Menu applet

For information about using these applets to dynamically identify audio files, see Taking and sending a message from a caller (Take Message applet), Using dynamic audio in a Universal Contact Distributor (UCD) applet (UCD applet), and Using dynamic announcements (Announcer and Menu applets).

Audio Library Manager

You now manage and upload your dynamic audio files using the Audio Library Manager, found at Interaction Plans > Audio Library Manager in the VCC Admin Portal. This replaces the previous process of uploading files directly to Amazon S3 using a third-party tool.

For more information, see Audio Library Manager.

Prerequisites

Before you can use dynamic audio files you must perform the following tasks:

  1. Record and save any audio files you require. For information about recording suitable audio files, see Recording and preparing audio used in applets.

  2. Upload the audio files to your dedicated Amazon S3 bucket using the Audio Library Manager. Navigate to Interaction Plans > Audio Library Manager in the VCC Admin Portal.

  3. Create a data source or data sources which are placeholders for audio file names. The file names are set at run time.

You can use any applet that stores data in a data source to create the data sources. The following applets create data sources:

You can also use an existing data source; by default, all calls have the following data sources available:

  • Call Guid

  • CLID

  • Dialled Number

Dialled Number ID

The Dialled Number ($(DialledNumber)) data source contains the ID of the interaction plan rather than its phone number. The ID and the phone number will often be the same, but this is not guaranteed. Therefore you should not use $(DialledNumber) to indicate the number dialed by the caller.

  • Language

  • First Agent ID

First Agent ID population

First Agent ID is only populated after Vonage Contact Center has routed the call through an ACD applet to an agent.

  • DisplayName. By default, DisplayName contains the CLID of the inbound caller. For information about using a custom value in the DisplayName data source, see Setting a display name for an inbound interaction.

  • InteractionOutcome. By default, InteractionOutcome contains the outcome of the interaction. For information about interaction outcomes, see Interaction outcomes.

  • Interaction Start Time. The time, in UTC, that the interaction starts. For callbacks, InteractionStartTime will be the start of the original interaction.

If you use a post-call named route for post-interaction processing, all data sources configured at the time the interaction finishes (including InteractionOutcome) are available to the target named route.

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