sundance-communications.com/forum Forums TDM Business Telephone Systems Toshiba Telephones & Systems recording personalized VA prompts in ACD

I have an ACD user (MAS RAID 5 running ACD) who has recorded personalized VA prompts according to the System Admin guide, but it is still the default prompt that comes up when callers are in queue.

I will say when they did this the instructions given when in the VA port to record wasnt like the directions in the system admin guide and there isn;t a new version of the guide on Toshiba FYI.

Anyone have any idea why what they recorded isn't being played?

The admin docs on FYI are from a few years ago, but I haven't heard of anything that has changed as far as the recording. The records are based on the ACD group pilot number, plus the type of announcement.

If the ACD pilot extension was 510, and you wanted to record the basic initial announcement, you would record number 510 01 and 510 02. Periodic announcement with wait time would be 510 26, 510 27 and 510 28.

One difference with a network ACD is that the node number would be entered before the group number.

Where did they get different instructions? I would follow the ACD admin guide to see if the recording play they way the customer is expecting.

Here is the thing...when you follow the instructions and enter the VA port (network node included) you aren't prompted to enter the pilot number like the instructions say. It asks you to enter the recoding number.

I think I am missing something. Teh instructions are from the system admin guide that came with the ACD when they got it..almost 5 years ago now. They had the regular ACD and when that crashed went to the MAS RAID5 to run the ACD. That will be 2 years ago this coming June

Amy

I don't remember what response you get from the ACD. It has been a while from last time I had done custom prompts for an ACD setup. When entering the number to record, you should enter the ACD group pilot number + the 2 digit prompt number from the guide. From what I have read for a network ACD it should be Node + ACD Grp DN + Prompt number.

When I looked on FYI, the latest ACD instructions were about 5 years old now. They have network ACD and web callback, but I don't think the basic ACD functions have changed a lot.

Hmmm. I will need to look again but I think the first step is to call inot the VA port right? When I do that it never asks me for the pilot number.

You would have to call into the VA port that Is set as an admin. It should ask for your security code when you call it. I don't remember what it says after that, but when it asks for a prompt to record, I think you just have to assume it wants the ACD pilot number along with the recording number, even if it does not ask for a pilot number. If the ACD group is 500, enter 500+01 and 500+02 for the simple initial prompts.

I thought both were set as admin, but maybe that is my issue. I will need to try again. Thanks.

If you call the extension of the VA port and it answers, it is set as an admin port.
There is a check box in VA setup to set either or both as an admin port.