Auto Agent Greeting in 9.2

[larryewalters]

In Aspect Call Center 9.2 the activation of Auto Agent Greeting conflicts with the personalized voicemail greeting. What workaround has anyone developed on the lost personalized voicemail greeting when activating Auto Agent Greeting? We are looking at individual CCT's for each extension that requires personalized greetings. Has there been any other alternatives?

 

[arznrchrd]

Prior to queueing the agent and/or sending the call to them can't you check their availability and/or status, if they are busy send to the personal voicemail in the CCT, otherwise send to agent.

 

[larryewalters]

arznrchrd,
We have engaged our Aspect Support Vendor who informed us that Auto Agent Greeting in 9.2 Provides automatic agent greeting on incoming calls handled by agents. It is a SYSTEM WIDE SET IN TECH APPLET – REQUIRES REBOOT. See their further notes below:

"We don’t have customer documentation on the feature yet, but the working is quite simple.

When it is turned on, if an agent has a personal; greeting recorded (through the voice mail interface), it will play when the agent receives a trunk call (won’t play on inside or #8CCT transfer calls) after the call type announcement plays.

The greeting will be heard by both the caller and the agent at the same time.

If there is no greeting recorded, then the call will still be delivered with just the call type announcement.

Callers to agent voice mail will no longer hear personal voice mail greeting, but only a system greeting and the agent name, if it is recorded.

Future versions of this feature will separate it from the voice mail personal greeting so that both can be used, and will add the ability to have multiple greetings for each agent (details to be decided regarding number of greetings and how the different greetings will be triggered, but will more then likely be a CCT step or application setting for any but a “default” greeting, although there may also be a time of day trigger).
Also, to be able to use it, it will have to turned on in tech applet and of course, as reboot is required."

 

[arznrchrd]

Ahhh...I see.

 

[arznrchrd]

We are moving from 9.0 to 9.2 soon. Anything to look out for?

 

[larryewalters]

arznrchrd,
Only this for now.... we wanted to launch the auto greeting feature and the issue with personalized greetings being lost is not going over very well with the different "business" owners within the same system...

I have sent off an email to Aspect on when this will be corrected as well as increasing the CCT tables.

 

[arznrchrd]

9.3 has increased CCT's and applications. Slated for release this coming fall. Heard from an Aspect guy.

 

[larryewalters]

Cool! We have so many applications running that we are running out of tables. Got any documentation on the increase of CCT and applications?

 

[arznrchrd]

Heard 2500 for CCT's and applications. No documentation as that was relayed via the ACE conference in group discussions.