Audio Sources Introduction

Audio Sources is a feature that provides “named” audio sources that continuously transmit audio and can be listened to simultaneously by multiple calls.  A common use of Audio Sources is for hold music, either for system-wide calls on-hold or in-queue waiting for an agent, but there is no restriction on the use of this feature.

CIC currently supports voice resources that continuously play an audio file.

ACD workgroup on-hold music

To implement ACD workgroup on-hold music using an Audio Source:

1. Create a name for an audio source in the Audio Source Entry Name dialog box.

2. Configure the WAV file audio source in the Audio Source Configuration  dialog box.

3. Navigate to the Workgroups container.

4. Right-click on the workgroup you want to hear the audio source and select Properties.

5. In the Files tab, type “Audio:AudioSourceName” in the On-Hold Music field.

6. Repeat steps 4 and 5 for other workgroups.

Note: When using an audio source for on-hold music, playback begins at a random point in the audio file.

Custom implementations

Use the “Audio:AudioSourceName” call attribute name in a Play Audio File tool step to create custom handlers for other Audio Source implementations.

There is also an optional timeout setting in seconds, that can be used with the "Audio:AudioSourceName" parameter,  For example:

audio:audiosourcename:#seconds

The "#seconds" is a timeout value that TS uses to play the audio source for that number of seconds, and then stops playing the audio.

Note: This optional timeout setting is not normally used. See the Interaction Designer online help for more information.