We have a Definity G3si and are equipped with skill based routing. We have a number of agents that take different types of calls and depending on the call needs to answer it a different way. Sometimes the agent does not look at their display on the phone and answers the call incorrectly, is there a way to play a quick announcement in their headset before the call is received? We are using the ziptone feature when a call comes in. Thank you for any help.
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Call Announcements to CSRs
- Thread starter hokey817
- Start date
Coineandude
Technical User
look under system-parameters customer-options, and then under call center optional fields for VDN of Origin Announcement. if this is set to Y, you can specify a VDN of Origin announcement extension on your VDN form. reps with appropriate COR permissions wil hear the whisper when the call arrives.
one4play
MIS
- May 19, 2004
- 13
with the skill routing, you must have setup a VDN to route calls. You can create a Voice of announcement. which would announce the calls before they come into the agents. you will need to create the announcement and change the Vdn to include the announcemnt extention in the VDN of Orig. Ann extention.
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