Hold music quieting when in queue announcement plays

[Tambo]

Hi All,

I called a company which i know uses Genesys and while i was in queue i was played the 1st in queue announcement, but instead of the music stopping it just went quieter whilst the announcement played and was still audible.

I thought it was a nice touch and wondered if anyone can help? I've searched all over and checked docs but can't find anything about how it's achieved

any help will be great 

cheers
T

[JTL]

[quote author=Tambo link=topic=7907.msg34588#msg34588 date=1374064385]
Hi All,

I called a company which i know uses Genesys and while i was in queue i was played the 1st in queue announcement, but instead of the music stopping it just went quieter whilst the announcement played and was still audible.

I thought it was a nice touch and wondered if anyone can help? I've searched all over and checked docs but can't find anything about how it's achieved

any help will be great 

cheers
T
[/quote]

Probably a professional recording, where the music and the announcements are all just 1 file.

Thus the "cleverness" is all in the recording, and not in Genesys!

[genesysguru]

Agreed. However I suppose the content could be coming from a RTSP server which is doing the audio content mixing ...

[Tambo]

thanks guys.........really liked the experience, very smooth, may have to get mixing !!

[Tambo]

wow, got to be an easier way than this ?!?!?  this is a lot of work trying to mix in the announcements. then you have the changing of announcements when desired   

not sure they will hand out for using the rtsp server 

[cavagnaro]

What you mean? If you want to change guides you can create them as variables or something more complex but the "smooth" part still requires you to load the WAV files somewhere and then play them...normal task on CC

[Tambo]

Hi Cav,
So far I've recorded 3 in queues over my hold music and it still needs work to sound presentable. How can I put a variable announcement over this whilst achieving the desired lowering of the music?

TT

[cavagnaro]

As said Genesys don't have a method to make a fading entrance. I have seen that using Streaming Music Servers. So maybe you can use one and then consume it using SIP as suggested by GGuru.
What I mention was that always changing queue music is a task that has many steps starting from recording the music, guides, etc. No easy straight way.

[Tambo]

Thanks Cav,
Thought this wouldn't be easy but didn't think it would be this difficult !!!

Oh what I wouldn't give for 2 tin cans and some string 

[cavagnaro]

Hehe that is why you don't see this on many call centers...takes time and money for a small nice effect that doesn't do anything on customer waiting time or minimal impact on mood... :S

[Grand_Master]

I'm pretty sure you could do this with ECMAScript or similar via Composer or GVP vxml, but you'd need a clever developer type to assist 

Like Cav says, it's a lot of effort, and probably only useful if you have constantly high wait times.  Personally, I would spend the money to employ more agents.

[Grand_Master]

You could, of course, simply use three announcements - music_fade_out, announcement and music_fade_in - with music playing softly in the background and lead in and -out of announcement.

[Tambo]

mmmm i like ........that sounds more doable and managable.......music on full then announcement then music on full not great, although currently our music not good !!!