Announce to agent what skillset call is in

[Nortellian]

I have searched the forums and read about Agent Greeting card. Is there something better.

What we want is when an agent answers a skillset call the agent will hear "Spanish Caller on the line" but the caller will not hear this. Agents do not want to have to look at the display for every call because only a few are from the spanish skillset.

We have CCMS 6.0. No acquired call pilot ports. No IVR Ports. I however could set these ports up if it would help.

 

[sandyml]

You want a "Whisper" type of function? Sorry to say, that's not part of the CCMS. Barring, of course, the Agent Greeting card you mentioned. Somebody else out there may have heard of another third-party application, but this is not part of the Contact Center 6.0 design. :-(

 

[captaingadget]

Nope, not come across anything else. Agent greeting is what you need. Any third party stuff is likely to be more complicated and not supportable by Nortel.

 

[DancingDave]

Do you use CTI or a CRM app? You could program the screenpop to flash, go red etc if the caller is Spanish.

DD

 

[Nortellian]

Hi,
No cti. My boss said they had a quote of around 20,000 from Shared for cti. Not sure what was all included. I am researching different alternatives because CTI was the only suggestiong Shared brought to the table. Thanks for the answers from everyone.

 

[Milesprower]

Nortel switch architecture does not support "origin" or Whisper" announcements, period. As noted above, with some klugey ivr/cti you might get something for a big price that might be useable.

You might want to look into tools that are used to speak text for blind people. If you can find a device that can speak the text on the phoneset display, it could be much cheaper that the cti route.