CIC Holiday Greetings Handler Install Guide › app_resources › ...Holiday Greetings Tuesday, September 26, 2017 Version 1.1 Q O S T EL ESYS CIC Holiday Greetings Handler Install

C I C H O L I D A Y G R E E T I N G S H A N D L E R

QOS TELESYS

Interactive Intelligence Marketplace Product

CIC Holiday Greetings Handler

Install Guide


Holiday Greetings Tuesday, September 26, 2017 Version 1.1

Q O S T E L E S Y S

CIC Holiday Greetings Handler

Install Guide

QoS Telesys

7035 Orangethorpe Ave, Unit G

Buena Park, CA 90621

Phone 714-452-3205 • Fax 714-452-3205

[email protected]


Table of Contents

Description ................................................................................. 1

Installation .................................................................................. 2

Testing ....................................................................................... 8

Troubleshooting ......................... Error! Bookmark not defined.


1

Description

his handler provides a convenient way to schedule greetings to play along with our

holiday schedules. You can record and assign greetings for every schedule in

Administrator. Two easy ways are available to define the greeting that is played –

either by assigning the schedule name as the wavefile name or using a Custom Attribute on the schedule to define the wavefile to be played.

Your comments and suggestions are welcome to make this product even more useful.

T


QoS Telesys Holiday Greetings Version 1.0 9/26/2017 2

Installation

nstallation will contain 4 steps and will require you access Interaction Designer and

Interaction Administrator.. You will need rights to publish handlers and change System

settings.

There are three steps to the installation process:

1. Copy and publish the Custom_HolidayGreetings handler on primary and backup

servers

2. Add Custom_HolidayGreetings handler to the CustomSubroutineRouterInitiator handler and publish

3. Design an Attendant profile to run the handler.

4. Add Wavefile to Resources and define schedule and/or custom attribute to play

Note: Installation of this handler touches no base handlers and will not affect normal operation of the server. It is safe to install this handler and make system changes listed here during business hours.

I



The handler must be copied and published to both servers before it can start playing the

message automatically.

1. Copy the Custom_HolidayGreetings.ihd file to the D:\I3\IC\Handlers\Custom folder on the primary server.

2. Double-click on the Custom_HolidayGreetings.ihd file to open in Interaction Designer.

3. Click the Publish Icon at the top of the screen to publish and make active. The

following dialog box will appear:

Copy and Publish

Holiday Greetings

Handler



Click Activate Handler and then Ok.

7. Copy the handler to the backup server in the same location.

1. Open Interaction Designer and open a handler in the d:\i3\ic\handlers\40Handlers

folder called CustomSubroutineInitiatorRouter and open it.

Insert HolidayGreetings into

CustomSubroutineInitatorRouter

handler



2. Insert a Selection tool between the Subroutine Initiator and the final Assignment step and

connect them as shown below:

3. Double-click on the Selection tool and add a statement as shown below to look for

“HolidayGreeting” in the p_sSubroutineName variable and click OK twice to close.

4. Drag in the Custom_HolidayGreetings subroutine from the Subroutine palette and

connect it to the Selection tool for the statement you just defined.



5. Double-click on the Custom_Holiday Greetings tool and define Interaction1 in the Inputs

tab and p_bTransferred in the Outputs tab.

6. Use File->Save As to save into D:\I3\IC\Handlers\Custom folder.

7. Click the Publish Icon at the top of the screen to publish and make active. The

following dialog box will appear:

Click Activate Handler and then Ok.

7. Copy the handler to the backup server in the same location.



The handler can be easily activated in Attendant and call the handler from a Run Subroutine

operation.

1. Open Attendant and create a Holiday Schedule under one of your existing profiles. Setup

the parameters as the following. Be sure to turn off the Fax Options unless you need that in

the holiday schedule.

Create Shedule in

Attendant for

HolidayGreeting



2. Under the Default Schedule, add a Run Subroutine operation and check the Default Action

box. Use “HolidayGreeting” for the Subroutine name. In the Action section at the bottom,

use Jump to a custom location and choose the Default Schedule under this same profile.

3. Publish your Attendant by clicking on the save icon. The Holiday Greeting is now ready to

be used.

The wavefile that is to be played can be defined in two ways – by using the schedule name or

by using a custom attribute on the schedule.

• Schedule Name

If you want to use the schedule name for the greeting, you simply record your greeting

and place it in the language folder under your InteractionAttendantWaves folder. For example, if you have a holiday defined for Thanksgiving, you would need to record

that greeting and save it as Thanksgiving.wav and place it in the

D:\I3\IC\Resources\InteractionAttendantWaves\en-US folder. The handler

supports multiple languages, so you can record the same filename into different language folders.

• Custom Attribute

Add wavefile and/or

custom attribute



1. Open up the schedule and go to the Custom Attributes tab.

2. Add a Custom Attribute called Greeting and give it the name of the file you

would like to play. This file needs to be in the language folder as described

above.



Testing

fter installing and publishing the handlers, saving the greeting, and defining your

holiday schedule, it is ready to be used. The handler can be run in any schedule to

apply the special greeting whether a holiday or not. This handler could be used in

conjunction with the Prompt Recorder Handler to allow for quick changes to emergency or special closure schedules as well. To test, simply call the number you defined in

the Attendant Profile and your greeting will be played. Since the handler supports multiple

languages, you can record greetings in each language and through language selection in the

Attendant, you can play greetings in localized languages.

A



Changes

ersion 1.1.

V

Documents

CIC Holiday Greetings Handler Install Guide › app_resources › ...Holiday Greetings Tuesday, September 26, 2017 Version 1.1 Q O S T EL ESYS CIC Holiday Greetings Handler Install