The Greetings feature frees you from repeating the same greeting at the beginning of each call. When you accept an ACD call, the system mutes your microphone and plays the selected greeting. After playing the greeting, the system un-mutes your microphone and allows you to talk to the called party. You can configure agent greetings to play only for specific telephone numbers or VDNs from which calls originate. In addition, you can also record a "rote" recording, for example, reviewing the standard Terms and Conditions of a transaction or sale that is about to be accomplished and play the recording manually.
This section explains how to record and activate a greeting. It explains how to modify or delete a greeting. You will also learn how to configure a greeting to play for a specific VDN or ANI.
Recording an agent greeting
You can record your greetings and use them when answering calls.
Prerequisites
• Change the agent status to Auxiliary or After Call Work mode to prevent interruptions from incoming calls when you are recording your greeting.
• Connect your headset to your personal computer.
1. On the top bar, click System Options > Agent Preferences . 2. In the Agent Preferences dialog box, click Record Greetings. 3. In the Record Greetings panel, click +.
The system displays a new greeting in the Record Greetings list.
4. Select the newly added greeting and click Record. This starts recording the audio. 5. Speak the greeting into the headset microphone.
6. When you have finished recording your greeting, click Stop. 7. Click Play to test or listen the recording.
a. Select an agent greeting.
b. Click the Up or Down button as appropriate. 9. Click OK.
Related topics:
Playing recorded greetings manually on page 82
Setting Greeting Triggers activation criteria on page 127 Activating a recorded greeting on page 43
Record Greetings panel field descriptions on page 157
Activating a recorded greeting
You must activate the Record Greetings option for the system to play the greeting. You can have more than one active greeting at the same time.
For example, you can set multiple greetings to be active if each greeting has a unique Vector Directory Number (VDN) as the activation criterion. This is also true for Agent Greetings that play for specific Automatic Number Identification (ANI) telephone numbers or Prompted Digits. If two recorded greetings meet the same criteria that make them eligible for a single call, Avaya one-X Agent chooses the first one on the search list.
Prerequisites
You must have at least one greeting recorded to be able to activate a recorded greeting.
1. On the top bar, click System Options > System Settings . 2. In the System Settings dialog box, select Greetings Triggers.
The system displays the Greetings Triggers panel. 3. In the Greetings Triggers list, select a greeting. 4. Click OK.
You can manually play the selected greeting on the incoming call.
Related topics:
Greetings Triggers panel field descriptions on page 166 Setting Greeting Triggers activation criteria on page 127 Recording an agent greeting on page 125
Record Greetings panel field descriptions on page 157 Managing greetings
Setting Greeting Triggers activation criteria
Prerequisites
At least one agent greeting in the Agent Greeting list before assigning the greeting, see Recording an agent greeting on page 125
Use the following steps to configure the agent greeting to play for a specific VDN or ANI properties of an agent greeting.
1. On the top bar, click System Options > System Settings . 2. In the System Settings dialog box, and select Greetings Triggers.
The system displays the selected agent greetings in the Greeting Triggers list. 3. In the Greetings Triggers list, select the appropriate trigger.
4. From the Auto Play drop-down field, choose an appropriate setting.
5. If you want the system to play the agent greeting for incoming ANI numbers: a. Enable the Match ANI Digits option.
b. In the Match ANI Digits field, specify the ANI digits.
c. In the Match Criteria field, specify the location in the ANI digits from where you want to find the digits. For example, if you set the Match Criteria to From Right option, the digits specified in the Match ANI Digits field must match the last digits in the ANI number to play an agent greeting.
6. If you the want the system to play the agent greeting for incoming VDN numbers: a. Click the Match VDN Digits check box.
b. In the Match VDN Digits field, specify the VDN digits.
c. In the Match Criteria field, specify the location in the VDN digits from where you want to find the digits.
7. If you the want the system to play the agent greeting for incoming prompted digits: a. Click the Match Prompted Digits check box.
b. In the Match Prompted Digits field, specify the prompted digits.
c. In the Match Criteria field, specify the location in the prompted digits from where you want to find the digits.
8. Click OK.
Related topics:
Recording an agent greeting on page 125
Record Greetings panel field descriptions on page 157
Modifying a greeting
1. On the top bar, click System Options > Agent Preferences . 2. In the Agent Preferences dialog box, click Record Greetings. 3. In the Agent greetings panel, to re-record an agent greeting:
a. Select an appropriate agent greeting in the Recorded Greetings list, and click Record.
b. Record your greetings.
c. When you finish the recording, click Stop. d. Click Play to test the recording.
4. To arrange an agent greeting in the list:
a. Select the agent greeting that you want to modify. b. Click the Up or Down button as appropriate. 5. Click OK to save the changes.
The system applies the changes and updates the selected greeting.
Related topics:
Record Greetings panel field descriptions on page 157
Deleting a greeting
1. On the top bar, click System Options > Agent Preferences . 2. In the Agent Preferences dialog box, click Record Greetings. 3. In the Record Greetings panel, highlight the greeting and click -.
The system displays a confirmation dialog box. 4. Click OK.
The system removes the selected greeting from the list. Managing greetings
Related topics:
Record Greetings panel field descriptions on page 157
Avaya Switcher II headset support for Desk phone and Other
phone
If you are working on a Windows XP machine with Service Pack 2, you can work using the Switcher II headset to listen to the agent greetings. The Other Phone and the Desk Phone configurations can support agent greetings if you use an Avaya Switcher II headset. For information on using Avaya Switcher II headset, refer to http://www.plantronics.com/ media/ link.