Playing Messages
Softdial CallGem™ enables the agent application to play a sound fragment onto a conversation, either as part of the conversation, or to finish the conversation.
Sound fragments must be registered in
The agent layer requests to play a sound file using the Play Message (PM) parameter in the Play Message [PM] message and the Start Wrap [SW] message using the symbolic name of the file. Softdial CallGem™ will validate symbolic names against
The fully-qualified name and path of the sound file will be passed to the telephony layer in the CTI layer version of the Play Message [PM] and/or Call Disconnect [CD] message.
Audio format
Format is implementation-dependent. Expected behaviour is for the telephony layer to play the sound file to all parties on the call. If using the Aculab Prosody telephony, the format must be CCITT 8KHz Mono, ALaw or ULaw, depending on locale set on installation. See the STG Configuration for more details.
Play Success/ Fail reporting
The success or failure of the request to play the sound file will be reported back from the telephony layer to Softdial CallGem™ in the Play Status [PS] message and this will be reflected back to the agent layer with the agent version of the Play Status [PS] message.
A successful message playback will result in Resource Status (RS) of 0 being sent first to say that the message was played successfully. This will then be followed by Resource Status (RS) of 1 to signify that the message has now finished. The start or termination acknowledgment may occur unsolicited.
If the Play Message [PM] request was unsuccessful, only one Play Status [PS] message will be sent with Resource Status (RS) of 2.