Contact Center Voice Tracks

I have three very large ECC's under management and this issue is best resolved as you suggest, but unfortunately trimming the wav is the only option currently available. Take care as the EasyRun WAV file is in a different format then that used on the ShoreTel.

[chadd39]

We have had many customers complain about the speed in which the contact center ivr reads dollar amounts back to a caller. ie, if the contact center needs to play back $57.35, it needs to play 7 wav files with 6 pauses in between:

fifty.wav
pause
seven.wav
pause
dollars.wav
pause
and.wav
pause
thirty.wav
pause
five.wav
pause
cents.wav

This takes about nine seconds. Does anyone have a solution to this. Shoretel suggested to me to trim the wav files to reduce any "dead" spots at the beginning and end of the wavs.

I feel a better solution would be for Shoretel to change the way it reads numbers back so it could read wav file fiftyseven.wav as opposed to fifty - pause - seven.

Has anyone else run into this annoying issue?