DES/Current/Designer/PlayMessage - Revision history

WikiSysop at 19:32, February 26, 2023

2023-02-26T19:32:10Z

WikiSysop at 16:00, December 5, 2022

2022-12-05T16:00:44Z

Ed.jamer@genesys.com: Ed.jamer@genesys.com moved page PEC-ROU/Current/Designer/PlayMessage to DES/Current/Designer/PlayMessage: Text replacement - "PEC-ROU/Current/Designer/" to "DES/Current/Designer/"

2021-04-21T13:58:03Z

Ed.jamer@genesys.com moved page PEC-ROU/Current/Designer/PlayMessage to DES/Current/Designer/PlayMessage: Text replacement - "PEC-ROU/Current/Designer/" to "DES/Current/Designer/"

Brian.marshall@genesys.com: Published

2021-03-11T15:06:02Z

Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

2020-07-25T02:34:31Z

Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"

2020-07-15T11:45:24Z

Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Bgrenon: Published

2020-06-08T15:23:36Z

Published

New page

{{Article
|Standalone=No
|DisplayName=Play Message Block
|TocName=Play Message Block
|Context=This block enables you to play a message to a customer. For example, you might play a greeting or provide some instructions.
|ComingSoon=No
|Platform=PureEngage
|Role=Administrator
|Application=Designer
|Section={{Section
|alignment=Vertical
|structuredtext=You can use the '''Play Message''' block in the '''Self Service''' and '''Assisted Service''' phases to play audio messages to the customer. These messages or prompts might be an introductory welcome message or instructions on how to proceed through the application.

These audio messages are defined as either:

*Text-to-Speech (TTS) — Strings entered directly in the block, or variables.
*Announcements — Audio files that were previously uploaded in the {{Link-SomewhereInThisManual|topic=MediaResources|anchor=top|display text=Media Resources}} page, or variables played as TTS.
|Status=No
}}{{Section
|sectionHeading=Using this Block
|anchor=UsingthisBlock
|alignment=Vertical
|structuredtext=====Disable barge-in====
Select this option to prevent callers from interrupting a prompt while it is still playing. For example, you might want a "Welcome" message to play all the way through before the caller can enter another command and skip to the next menu prompt.

If this option is not selected, barge-in is enabled, and the prompt can be interrupted by the caller.

{{NoteFormat|The selected barge-in setting applies irrespective of whether {{Link-SomewhereInThisManual|topic=ApplicationsBar|anchor=appsettings|display text=global DTMF commands}} are used or not.}}

====Always play prompt and disable buffering====
Select this option if you want callers to be able to interrupt a prompt while it is playing, but not have those inputs applied to subsequent {{Link-SomewhereInThisManual|topic=UserInput|anchor=top|display text=User Input}} or {{Link-SomewhereInThisManual|topic=Menu|anchor=top|display text=Menu}} block prompts. For example, if this option is enabled and the caller interrupts a “Welcome” message by pressing <tt>3</tt>, the input is ignored by the next User Input or Menu prompts.

If this option is not enabled, the input is buffered and applied to the next block accepting input.

To create a new prompt, click '''Add Prompt''' and follow the instructions below.

In the '''Type''' column, select the type of prompt:
<ul>
<li>'''TTS''' — Read a text or variable value to a user through TTS.
<li>'''Announcement''' — Play a prerecorded announcement. When using a variable, the variable value should be the name of the audio resource to play.</li>
<li>'''Intelligent Prompt''' — Intelligently convert a number into items such as a date, currency, or ordinal number, and then read it with human audio to a user.
{{NoteFormat|If Designer is not able to play an Intelligent Prompt in the caller's preferred language, it will play the prompt in American English (en-US).}}
<li>'''Record Utterance''' — Play the recorded file captured by the {{Link-SomewhereInThisManual|topic=RecordUtterance|anchor=top|display text=Record Utterance}} block. (This option is only supported in the Self Service phase, as the recording file captured by the {{Link-SomewhereInThisManual|topic=RecordUtterance|anchor=top|display text=Record Utterance}} block is no longer available after the Self Service phase.)
<li>'''External Audio''' — Play an audio file hosted outside of Designer. For example, you could define a variable that points to an audio file hosted on another server, and specify that variable here.
</ul>

In the '''Variable?''' column, enable or disable the check box to identify the '''Value''' as a variable.

In the '''Value''' column, specify the prompt value. If '''Variable?''' is enabled, choose a variable in the drop-down menu.

In the '''Play as''' column, select an option:
{{NoteFormat|Some '''Play as''' options might not be available for certain prompt types.}}
<ul>
<li>'''alphanumeric''' - The value is read as a series of letters and/or numbers.</li>
<li>'''currency''' — Use the following format: <tt>UUUMM.NN</tt>, where <tt>UUU</tt> is the ISO4217 currency code. You can omit the currency code to use the default currency for the current locale.</li>
<li>'''date''' — Use the following format: <tt>YYYYMMDD</tt>. You can use <tt>??</tt> or <tt>????</tt> for unspecified fields.</li>
<li>'''day''' - A day of the week.</li>
<li>'''dtmf''' - A menu item.</li>
<li>'''ordinal''' — A positive integer.</li>
<li>'''cardinal''' — A positive or negative integer or decimal number.</li>
<li>'''character''' - A character.</li>
<li>'''text''' - Text that should be read without special formatting (for example, a sentence or phrase).</li>
<li>'''time'''
<ul>
<li>TTS prompt - You must use the following format: <tt>hh:mm</tt>. For example, use <tt>09:00</tt> for 9 a.m. or <tt>21:00</tt> for 9 p.m.</li>
<li>Intelligent Prompt - You can use the TTS format or the following format: <tt>hhmm[aph?]</tt>, where <tt>a</tt> is a.m., <tt>p</tt> is p.m., <tt>h</tt> identifies 24-hour time, and <tt>?</tt> is unspecified. For example, you can use <tt>0900</tt> for 9 a.m. or <tt>0900p</tt> for 9 p.m.</li>
</ul></li>
<li>'''telephone''' or '''phone''' — Use a sequence of digits (<tt>0</tt> - <tt>9</tt>), optionally followed by an "x" and then extension digits (<tt>0</tt> - <tt>9</tt>).</li>
</ul>

===Example===
[[File:des_playmessage_03.png]]
|Status=No
}}{{Section
|sectionHeading=Scenarios
|anchor=Scenarios
|alignment=Vertical
|structuredtext=If you want to repeat the account number that the caller just entered:

#First Prompt
#*'''Type''': TTS
#*'''Variable?''': Disabled
#*'''Value''': <tt>The account number you just entered is</tt>
#*'''Play as''': text
#Second Prompt
#*'''Type''': TTS
#*'''Variable?''': Enabled
#*'''Value''': account_number_variable
#*'''Play as''': telephone

If you want to allow barge-in on a "Welcome" message, followed by an informational prompt for a Menu block input that has barge-in and buffering disabled:

#In the properties for the '''Play Message''' block for the "Welcome" message:
#*Do not select '''Disable barge-in'''.
#*Select '''Play prompt and disable buffering'''.
#In the properties for the {{Link-SomewhereInThisManual|topic=Menu|anchor=top|display text=Menu}} block that prompts for the caller's input:
#*Select '''Disable barge-in'''.
|Status=No
}}
}}

@@ Line 49: / Line 49: @@
 In the '''Variable?''' column, enable or disable the check box to identify the '''Value''' as a variable.
-In the '''Value''' column, specify the prompt value. If '''Variable?''' is enabled, choose a variable in the drop-down menu. If the prompt is an '''Announcement''' type, you can specify the following settings to specify the duration of the announcement (for example, to interrupt the hold music at specific intervals to play an announcement that provides the caller with their estimated wait time):
+In the '''Value''' column, specify the prompt value. If '''Variable?''' is enabled, choose a variable in the drop-down menu. If the prompt is an '''Announcement''' or '''External Audio''' type, you can specify the following settings to specify the duration of the announcement (for example, to interrupt the hold music at specific intervals to play an announcement that provides the caller with their estimated wait time):
 *'''Audio length''' (milliseconds) - Specifies how much of the audio file to play. The default audio length is the actual length of the referenced audio.

@@ Line 33: / Line 33: @@
 If this option is not enabled, the input is buffered and applied to the next block accepting input.
+{{AnchorDiv|AddPrompt}}
 To create a new prompt, click '''Add Prompt''' and follow the instructions below.
@@ Line 39: / Line 40: @@
 <ul>
 <li>'''TTS''' — Read a text or variable value to a user through TTS.
-<li>'''Announcement''' — Play a prerecorded announcement. When using a variable, the variable value should be the name of the audio resource to play.</li>
+<li>'''Announcement''' — Play a prerecorded announcement. When using a variable, the variable value should be the name of the audio resource to play. </li>
 <li>'''Intelligent Prompt''' — Intelligently convert a number into items such as a date, currency, or ordinal number, and then read it with human audio to a user.
 {{NoteFormat|If Designer is not able to play an Intelligent Prompt in the caller's preferred language, it will play the prompt in American English (en-US).}}
@@ Line 48: / Line 49: @@
 In the '''Variable?''' column, enable or disable the check box to identify the '''Value''' as a variable.
-In the '''Value''' column, specify the prompt value. If '''Variable?''' is enabled, choose a variable in the drop-down menu.
+In the '''Value''' column, specify the prompt value. If '''Variable?''' is enabled, choose a variable in the drop-down menu. If the prompt is an '''Announcement''' type, you can specify the following settings to specify the duration of the announcement (for example, to interrupt the hold music at specific intervals to play an announcement that provides the caller with their estimated wait time):
 In the '''Play as''' column, select an option:
@@ Line 70: / Line 74: @@
 </ul>
-[[File:des_playmessage_04.png]]
+[[File:des_play_message_example_01.png]]
 ===Message Settings tab===

← Older revision	Revision as of 13:58, April 21, 2021
(No difference)

@@ Line 21: / Line 21: @@
 |anchor=UsingthisBlock
 |alignment=Vertical
-|structuredtext=====Disable barge-in====
+|structuredtext====Prompts tab===
 Select this option to prevent callers from interrupting a prompt while it is still playing. For example, you might want a "Welcome" message to play all the way through before the caller can enter another command and skip to the next menu prompt.
 If this option is not selected, barge-in is enabled, and the prompt can be interrupted by the caller.
-{{NoteFormat|The selected barge-in setting applies irrespective of whether {{Link-SomewhereInThisManual|topic=ApplicationsBar|anchor=appsettings|display text=global DTMF commands}} are used or not.}}
+{{NoteFormat|The selected barge-in setting applies irrespective of whether {{Link-SomewhereInThisVersion|manual=Designer|topic=ApplicationSettings|anchor=dtmf_options|display text=global DTMF options}} are used or not.}}
 ====Always play prompt and disable buffering====
@@ Line 69: / Line 70: @@
 </ul>
-===Example===
+[[File:des_playmessage_04.png]]
-[[File:des_playmessage_03.png]]
 |Status=No
 }}{{Section

@@ Line 5: / Line 5: @@
 |Context=This block enables you to play a message to a customer. For example, you might play a greeting or provide some instructions.
 |ComingSoon=No
-|Platform=GenesysEngage-onpremises
+|Platform=GenesysEngage-cloud
 |Role=Administrator
 |Application=Designer

DES/Current/Designer/PlayMessage - Revision history

WikiSysop at 19:32, February 26, 2023

WikiSysop at 16:00, December 5, 2022

Ed.jamer@genesys.com: Ed.jamer@genesys.com moved page PEC-ROU/Current/Designer/PlayMessage to DES/Current/Designer/PlayMessage: Text replacement - "PEC-ROU/Current/Designer/" to "DES/Current/Designer/"

Brian.marshall@genesys.com: Published

WikiSysop: Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Bgrenon: Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"