English And Spanish Ivr

[bwenzel@cleartel.com]

Voiceguide,

 

Thanks again for all of your help through this long and tedious development. We currently have an english speaking IVR system that takes over 3,000 calls a day that will soon be taking an additional 4,000 by the end of the month.

 

Our next step is to replicate the current system for our spanish speaking customers. Now I know we can record our wav files in spanish but our problem is the numbers and months.

 

Since those are your system files, is there a way we can re-record those in spanish and hold them in a different folder?

 

We would like to have both english and spanish on the same server. By the way the call comes in we can determine if we need to run the english wavs or the spanish wavs. What is the best solution for this problem we have? When the spanish call comes in it will use the spanish wav files along with the spanish numbers and months, and the same with the english call using the english wavs and numbers.

 

 

Thanks again,

Brian

[SupportTeam]

Thanks again for all of your help through this long and tedious development. We currently have an english speaking IVR system that takes over 3,000 calls a day that will soon be taking an additional 4,000 by the end of the month.

Thanks for letting us know, we like receiving feedback from customers. What part of rolling out the system took longer or was more complicated then expected? We try to make the VoiceGuide software to be as straightforward to use as possible, so we really appreciate comments from existing users on how the software can be improved. Please let us know any comments an advice you may have.

Since those are your system files, is there a way we can re-record those in spanish and hold them in a different folder?

This is covered in this section of the VoiceGuide's Help file: http://www.voiceguide.com/vghelp/html/Multi-language.htm

[bwenzel@cleartel.com]

I think the longest part of our development process was writing stored procedures and the vbscripts to connect to a total of 7 remote databases including a mysql server for which we made the dsn connection for.

 

The only problem we had was when we ran a query in a vbscript, the module finished and the variable was NULL so it crashed and dropped the call. This was because of a slow connection so we added a timeout of 5 which fixed the problem. But all calls are different, most of the time it runs the script in the time allowed but sometimes it drops it when the value is not recieved.

 

Is there a way to handle vbscript errors (syntax, recordset) without the call dropping? Sometimes there will be a msg pop up for the error and the only way to continue the call is if someone is in pcanywhere and clicks the ok button.

 

Other than that, everything went really smooth. The software is very straight forward and easy to use. We are very happy with it.

 

Thanks again,

Brian

[SupportTeam]

VBScript has some error handling available to it, mainly using the "on error resume next" command and querying the "err" system variable at points through script.

 

If database or VBScript is taking to long to return then it is possible to gracefully branch to another part of VoiceGuide script, as the VoiceGuide script can be setup to branch to a different module upon timeout - most of the time you can just use a timeout path. You could probably also set timeouts on the database operations themselves within the VBScript.

 

When timeout path is taken the VBScript which was running at the time is forcefuly terminated, so any Error/Message Boxes displayed by the script at the time should also get closed.

 

Other than that, everything went really smooth. The software is very straight forward and easy to use. We are very happy with it.

Good to hear