Custom applet announcements

In an interaction plan, some applets play announcements. Specifically, these applets are the Data Announcer applet and Automatic Call Distributor (ACD) applet.

The Data Announcer applet can announce the following data:

  • Balance
  • Character
  • Date
  • Time
  • Number
  • Day of Week

The ACD applet can play the following announcements:

  • Wait Time Announcements (in skills-based mode only)
    • Target Answer Time
    • Recent Answer Time
  • Play Queue Position or Place in Queue

If enabled, your account can use custom audio files for these announcements; you can use custom audio files to play announcements in, for example, different voices or different languages. Each set of custom audio files needs a language pack and is identified by a language code. The following information uses the example of playing announcements in different languages.

In this page

Language packs

A language pack is a set of audio files and a summary file for each set of custom audio files; the set of audio files might constitute a different language (or language variant) but not always. When an applet needs to play an announcement, VCC retrieves the required audio file or files from the applicable language pack.

Language packs and their audio files are stored in VCC's Amazon Simple Storage Service (S3) storage area within a defined folder structure. The audio files must have the specified filenames.

A language pack can contain all or a subset of audio files depending on which announcements are configured. All language packs must contain a summary file.

Audio files

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A language pack can contain one, many, or all possible audio files of the following types:

  • Numbers (cardinal)
    An audio file is not required for every single number as the audio files can be used together. For example, the number 200 doesn't need its own audio file as it can be built from two existing files containing "two" and "hundred".
  • Ordinal numbers
    An ordinal number represents position or rank in a sequential order, for example 2nd, 31st, 105th.
    Some ordinal numbers can be built from a cardinal number and an ordinal number. For example, 105th would be made up of "one", "hundred" and "fifth".
  • Letters
    For a complete set of audio files, each individual letter requires an audio file. Currently, only the Latin alphabet without diacritics is supported. To read out a combination of letters and numbers, audio files for 0-9 must be available too. For example, reading out the string "AC8753N" requires both letter and number audio files.
  • Currencies
    Audio for each currency consist of audio files for the currency, the currency's fractional values, and their plurals. For example, "euro", "euros", "cent", and "cents", or "pound sterling", "pounds sterling", "penny", and "pence".
  • Days of the week
    A language pack the requires audio for days of the week must contain audio files for Monday to Sunday, plus relative days—"yesterday", "today", and "tomorrow".
  • Months
    Dates are built from various audio files, including a file containing the audio for a month. A complete language pack contains all twelve months.
  • Miscellaneous prompts
    Some announcements require additional audio files, such as "and", and "of".

For information about creating and language packs, see Configuring language packs for custom applet announcements.

Custom Data Announcement applet announcements

The Data Announcer applet plays various different announcements, some of which can use custom audio. The Data Announcer applet can make the following types of announcements:

  • Balance
  • Characters
  • Date
  • Time
  • Number
  • Day of Week

If enabled for your account, the applet can play these announcements using custom audio files. To play announcements in using custom audio, each set of custom audio files needs a language pack containing audio files related to the relevant Data Announcer announcement types.

Audio files for Data Announcement applet announcements

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The audio files required for a Data Announcement applet announcement are determined by the announcement type. The announcement types require the following audio files:

  • Balance
    Balance type announcements announce an account's balance, including its currency, for example, "Forty eight euros twenty seven cents". Balance type announcements require number (cardinal) and currency audio files.
  • Characters
    Character type announcement announce data character by character, for example, "A-B-1-2-3-4-Y-Z". Character type announcements require audio files for both numbers and letters.
  • Date
    Date type announcements require audio files for numbers (cardinal and ordinal) for days and years, and months, for example, "November", "ninth", "two", "thousand", and "twenty".

    To announce dates in British English, the applet will also require the miscellaneous prompts "of" and "and". For example, "ninth", "of", "November", "two", "thousand", "and", and "twenty".
  • Time
    Time type announcements announce times in 12 hour format. Time type announcements require numbers (ordinal) up to 59.
  • Number
    Number type announcements announce whole positive numbers and require number (cardinal) audio files only.
  • Day of Week
    Day of Week type announcements require audio files for the days of the week, including "yesterday", "today", and "tomorrow".

Exactly which audio files you require depends on which grammar you are using, which type of Data Announcer announcement you want to play, and the maximum values any of the announcements are likely to include.

For information about configuring custom Data Announcer applet announcements, see Configuring language packs for custom applet announcements.

Custom place in queue announcements

A place in queue (or play queue position) announcement tells a caller their position in a queue.

If enabled for your account, the applet can play these announcements using custom audio files. To play announcements in using custom audio, each set of custom audio files needs a language pack containing audio files related to place in queue announcements.

Audio files for place in queue announcements

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The audio files required for a place in queue announcement are determined by the intended announcement. The following audio files might be required by place in queue announcements:

  • Numbers (cardinal)
    A UCD applet uses numbers in cardinal (and some ordinal) place in queue announcements. For example, "You are caller number 12 in the queue".
  • Ordinal numbers
    A UCD applet uses them in ordinal number queue position announcements. For example, "You are the 4th caller in the queue".
  • Miscellaneous prompts
    Place in queue announcements might require audio before (for example, "You are caller number") or after (for example, "in the queue"), or before and after, a number or ordinal number.

Exactly which audio files you require depends on which grammar you are using and the maximum number of callers you are likely to have in a queue.

The following examples require different audio files:

  • "Your current position in the queue is number 7."
    This cardinal number announcement requires introductory audio—"your current position in the queue is number"—followed by the audio for a cardinal number ("7").
  • "You are caller number 12 in the queue"
    This cardinal number announcement requires both introductory and ending audio—"you are caller number" and "in the queue"—separated by the audio for a cardinal number ("12").
  • "You are the 4th caller in the queue"
    This ordinal number announcement requires introductory and ending audio—"you are the" and "caller in the queue"—separated by the audio for an ordinal number ("4th").

For information about configuring custom place in queue announcements, see Configuring language packs for custom applet announcements.

Custom wait time announcements

A wait time announcement tells a caller how soon an agent is likely to answer their call. There are two types of wait time announcements:

  • A target answer time announcement plays the target answer time for calls of the same type, for example "We aim to answer your call in about 60 seconds".
  • A recent answer time announcement plays the average wait time for the last five calls of the same type, for example, "We have recently been answering calls in about 2 minutes and 20 seconds".

For more information about wait time announcement types, see Automatic Call Distributor (ACD) or Universal Contact Distributor (UCD) applet.

If enabled for your account, the applet can play these announcements using custom audio files. To play announcements in using custom audio, each set of custom audio files needs a language pack containing audio files related to wait time announcements.

Audio files for wait announcements

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The audio files required for a wait time announcement are determined by the intended announcement. The following audio files might be required:

  • Numbers (cardinal)
    A UCD applet uses numbers in wait time announcements. For example, "We aim to answer your call in about 60 seconds this afternoon".
  • Miscellaneous prompts
    Wait time announcements require audio for durations, for example, "seconds", "minutes", "hours", and "and".
    Wait time announcements might require audio before (for example, "We aim to answer your call in about") or after (for example, "this afternoon"), or before and after numbers and durations. If recent wait time is less than 5 seconds, an alternative recent wait time announcement might be required (for example, "We have been recently answering calls immediately").

Exactly which audio files you require depends on which grammar you are using, which type of wait time announcement you want to play, and the maximum time callers are likely to wait in a queue.

For information about configuring custom wait time announcements, see Configuring language packs for custom applet announcements.