Dynamic audio files

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:

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

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

• Record and save any audio files you require. For information about recording suitable audio files, see Recording and preparing audio used in applets.
• Upload the audio files to Amazon S3. For information about uploading audio files to Amazon S3, see Using the Amazon Simple Storage Service. If you want to use generic or Vonage Contact Center default audio files, you do not need to do this.
• 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:
  • Data Connector applet. For information about the Data Connector applet, see Data Connector applet.
  • IVR Collect Digit applet. For information about the IVR Collect Digit applet, see IVR Collect Digit applet.
  • IVR Collect Digit String applet. For information about the IVR Collect Digit String applet, see IVR Collect Digit String applet.
  • IVR Set Menu Digit applet. For information about the IVR Set Menu Digit applet, see IVR Set Menu Digit applet.
  • IVR Set Menu String applet. For information about the Set Menu String applet, see IVR Set Menu String applet.
  • Set Data Source applet. For information about the Set Data Source applet, see Set Data Source applet.

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

  • Call Guid
  • CLID

  • Dialled Number

    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 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 call.
  • 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.