Contact Expert v7.6
Announcement Selection Algorithm in Contact Expert
When a message is to be announced in a Contact Expert queue (e.g. welcome message or redirection message), Contact Expert chooses one from the predefined announcement list. The selection order is explained below to better understand why a specific announcement is played in a certain case.
Step-by-step Guide
If you have both TTS and WMA messages within the Unified Communications Parameters section on the CE Portal, TTS messages will have higher priority over WMA messages when concerning the order of announcement selection.
The algorithm follows the below steps to decide which message is to be announced:
First, it checks for the most specific TTS message.
- If TTS messages are found, then it tries to find a message where the campaign name (Called party) matches the pattern: Called = [Campaign Name].
- If there is a match for the pattern (Sequence A): It tries to find a message where the campaign name and the number of the caller matches in the pattern: Called = [Campaign Name] and Calling = [Phone Number].
- If found (Sequence A): It plays the announcement that matches the pattern: (Called = [Campaign Name] and Calling = [Phone Number]).
- If not found (Sequence B): It plays the announcement that matches the pattern: (Called = [Campaign Name] and Calling = [.*]).
- If there is a match for the pattern (Sequence A): It tries to find a message where the campaign name and the number of the caller matches in the pattern: Called = [Campaign Name] and Calling = [Phone Number].
- If TTS messages are found, but there is not match for the previous pattern: It tries to find a message where the number of the caller (Calling party) matches the pattern: Calling = [Phone Number].
- If there is a match for the pattern (Sequence C): It tries to find a message where the calling number matches in the pattern: Called = [.*] and Calling = [Phone Number].
- If found (Sequence C): It plays the announcement that matches the pattern: (Called = [.*] and Calling = [Phone Number]).
- If not found (Sequence D): It plays the announcement that matches the pattern: (Called = [.*] and Calling = [.*]).
- If there is a match for the pattern (Sequence C): It tries to find a message where the calling number matches in the pattern: Called = [.*] and Calling = [Phone Number].
After checking every pattern in the sequence order described above, it performs the exact same steps looking for the most specific WMA messages.
| Called | The URI of the called party. |
| Calling | The URI of the calling party. |
| .\* | It means Any other. Where this expression is specified, it means that the inquiry basically matches everything. |
Please bear in mind the preferred sequence order when creating your Skype messages via the CE Portal in order to avoid playing inconvenient announcements.
Examples
Let's assume a couple of Queue Messages in an example CE setup as per the followings:
Example 1 : A customer is calling the International (Voice) queue from the United States. Even though there is a row with the calling number specified (the phone number starts with +1 so the Calling field in row 7 of the Queue Messages list in the screenshot would be relevant) however the Called field in row 4 matches the Internal (Voice) and since the Called match has higher priority over the Calling match, the customer will hear the welcome message in Russian instead of English. 
Example 2 : A customer is calling the General (Skype voice) queue from the United States. This time the Called field in row 2 is a match, but the Calling field is not good for the +1 calling number. Since there is another entry - row 1 - for this queue with the Calling matching (.*), the customer will hear the message "Welcome to Geomant Contact Expert, a fully featured multimedia solution for Microsoft platform" instead of "Hello".
Example 3 : A customer is calling the Life insurance queue (not listed) from the United States. As the system does not need to deal with the Called field, it finds a match in row 7 for Calling and so the customer will hear the message "Welcome to Geomant Contact Expert, a fully featured multimedia solution for Microsoft platform".
Example 4 : A customer is calling the Life insurance queue (not listed) from the United Kingdom (not listed). This matches row 6 so the customer will hear the message "Hi, welcome to Geomant Contact Expert, a fully featured multimedia solution for Microsoft platform".