Hello Adele,
Ad 1) I am not aware of such possibility - CCtr can record voicemail messages (described here: Recording and Activating New Voicemail Greetings - Communication Desktop (CDT) - SAP Library ) but for prompts, I believe you should always record the prompt in better resolution and then convert - before conversion, you can use audio filters to remove background noise, adjust volume level etc. What problems do you have exactly with Audacity?
Ad 2) there are basically 2 ways to schedule IVR. I would suggest to create one IVR, who's task would be only to branch incoming calls based on closing/opening:
- In you customer IVR, you can query current day and time a branch your IVR accordingly. For instance, in the IVR if element, enter following condition:
datetime.datetime.now().strftime("%H:%M")>"07:00" or datetime.datetime.now().strftime("%H:%M")<"19:00"
will be true for call center opening time 07:00 - 19:00. More about how to fetch and evaluate time data find here: Data Items and Queries - SAP Contact Center - SAP Library .
This is quite straightforward but you have to manually maintain holidays or other exceptions.
OR
2. Reuse queue schedules. Simply create a dummy queue without agents and assign your desired schedule to it. Then, in your time evaluation IVR, use the condition:
QUEUE.QUERY("[number of your dummy queue]","Que_ServiceOpen") == 1
to query whether the dummy queue is open according to its schedule. Maybe you can avoid assigning line number to the dummy queue and refer directly to the ID of the queue using intGUID(Queue ID) but I did not test this.
Hope this helps a bit. Come back here if you need more details...
Regards,
Dawood.