Dial by name menu/recording adjustments

[jpercival]

Our marketing department just had our company-wide call trees and menus professionally recorded. It's my job to shoehorn the new recordings into the appropriate menus, etc. Everything has gone very well except for the "Dial by Name" menus. I'd pretty much forgotten that we used that feature, but the marketing person was pretty thorough bouncing around our menu to create a script for the voice recording firm. This menu is tricky, as the greetings are apparently broken up into numerous chunks to reuse the "one" "two" "last" "first" and "name" recordings. There's no viable way to splice these new (paid-for) recordings into an appropriate set of wav files to make this work. I recall reading somewhere that this feature can be manually adjusted to accommodate our new recording scheme by editing an XML file, etc.

Our 3 new recordings are as follows:

wav 1: Press 1 to call by first name, Press 2 to call by last name
wav 2: Please enter the first 3 letter of the first name of the person you are trying to contact
wav 3: Please enter the first 3 letter of the last name of the person you are trying to contact

Does anyone have any cheat sheet on this? I don't feel like reinventing the wheel here, but this is the situation I'm in.

Thanks in advance for your help, everyone!


v18 Enterprise, Windows Server 2019

 

[ChrisC_3CX]

I'm not 100% sure I understood what you're trying to achieve, but, if you will be using 3CX's Call by name feature and all you want to know is which wav files are used so that you can replace them with your own, here they are and in the order used:







If First name was selected:



If Last name was selected:



If you replace these four .wav files with your own then your wav files should play instead.

 

[jpercival]

I'm not 100% sure I understood what you're trying to achieve, but, if you will be using 3CX's Call by name feature and all you want to know is which wav files are used so that you can replace them with your own, here they are and in the order used:


View attachment 28598


View attachment 28599

If First name was selected:
View attachment 28601


If Last name was selected:
View attachment 28600


If you replace these four .wav files with your own then your wav files should play instead.

Thank you. I was under the impression that the system broke the recording down further than that and disjointedly called on the system-wide sounds for "one" "two" and "three" whenever they appeared in the prompt. Since I was under that impression, I was actually looking for the file that actually told the system to join those multiple file and simply use the new "clean" wav files for each of the 3 prompts.

Will definitely look into this more closely.

I

 

[ChrisC_3CX]

There do exist other prompts that are split into smaller pieces but usually these are prompts that have numbers in them that can change depending on the situation.

Let us know if you need anything else!

 

[jpercival]

It's very odd. Upon initial testing it almost seems like that file (or at least this one I mention) is no longer the one that it used for dial-by-name. I started on "select_call_by.wav" and replaced it in all of the system prompt sets. I also manually overwrote the original file on our 3CX server with our updated one. When I search the ENTIRE file contents of our 3CX instance I hear our updated fancy recording. When I actually attempt to use dial by name via our IVR I still hear the robo voice.

 

[jpercival]

@ChrisC_3CX I've verified that "select_call_by.wav" is correct in all prompt sets. I have verified that the IVR I am testing on has a verified-correct prompt set selected. I still get the factory "Press 1 to call by name, Press 2 to call by Last Name" recording.

This may be a bit of a moot point anyway. The verbiage of our professionally recorded messages doesn't follow the scheme of 3CX's flow of splices for this. I think that's why I initially wanted to find out how to manipulate the basic menu for dial by name to begin with.

 

[ChrisC_3CX]

My apologies as I forgot to mention that you will actually also have to restart the 3CX IVR Service from "Dashboard >> Services" because the audio files are cached so you'll need to force them to reload.

Do bear in mind that restarting the 3CX IVR Service will temporarily halt IVR related functionality and drop any calls that involve an IVR.

 

[jpercival]

My apologies as I forgot to mention that you will actually also have to restart the 3CX IVR Service from "Dashboard >> Services" because the audio files are cached so you'll need to force them to reload.

Do bear in mind that restarting the 3CX IVR Service will temporarily halt IVR related functionality and drop any calls that involve an IVR.

Most excellent! I need to get that recent v18 security update so I'll kill 2 birds with 1 stone this evening. Thanks!

 

[ChrisC_3CX]

You're most welcome!

Glad I could help! Do let us know should you need anything else!

 

[jpercival]

EDIT: I'm fine with splitting the wav file up into "please enter" and then the remainder. I thought it was going to be a little strange for that other voice to show up in different areas of our system when "please enter" appears, but the system wide prompts will be different than this IVR dial-by-name prompts. That being said, the recording we have doesn't lend itself well to being split up. I'll make it work! Thanks again!

 

[ChrisC_3CX]

but the system wide prompts will be different than this IVR dial-by-name prompts

That is exactly right so it should be a problem!

the recording we have doesn't lend itself well to being split up

Provided that the "please_enter.wav" for this specific IVR is only used for the "Call By Name" feature, what you could try is:

• Replace the "please_enter.wav" with a .wav file that is essentially empty (1KB file, etc)
• Put the whole prompt in the "UserFirstName.wav" and "UserName.wav" files (full prompt for first name select and full prompt for surname selection)

That way, the system may be in actually playing two files but one of them will be a dummy file so you won't have to split you actual audio into two files.

Hope this helps.

 

[jpercival]

That is exactly right so it should be a problem!


Provided that the "please_enter.wav" for this specific IVR is only used for the "Call By Name" feature, what you could try is:

• Replace the "please_enter.wav" with a .wav file that is essentially empty (1KB file, etc)
• Put the whole prompt in the "UserFirstName.wav" and "UserName.wav" files (full prompt for first name select and full prompt for surname selection)

That way, the system may be in actually playing two files but one of them will be a dummy file so you won't have to split you actual audio into two files.

Hope this helps.

I think I'm just overthinking it. Generally speaking I don't see the value in any of the recordings in 3CX being split up since storage space is essentially no longer at a premium nowadays. I was just trying to "fix" a problem that I didn't really think made sense, regardless of whether or not it needed to be fixed.

I was able to split the wav files up already and they sound great. It'll be interesting to see how fluid it is once 3cx implements them, but we should be golden.

Thanks again for your help!

 

[ChrisC_3CX]

Understood!

Do let us know if anything that we can help with pops up!