Probably an easy one 2

[Cyclonedc]

Ok, I'm racking my brain today. I have a client who would like to have a call center, but is wanting the customer to hear a greeting BEFORE the calls get routed to the agents.

First off, this has to happen if the agents are busy OR if they are available. It's supposed to be used as a generic greeting for the customer to hear.

I personally remember the AA being able to use a generic message without having to press off to anyone, but I might be wrong. Can anyone help me figure out how to do this with the call center without using the AA?

 

[hawks]

You should be able to set up a Greeting within the Call Center and make that your first step on incomming calls. What system or you running?

 

[Cyclonedc]

Sorry, got a little ahead of myself. This is for a BCM 50, but they might goahead with a 400. So if I could get the setup for both, that would be great.

 

[Deweyhumbolt]

Yes, it's in the setup for the individual Skillset, it's called Forced Greeting. Even if agents are available, the callers will here the greeting first.

Adversity is Opportunity

 

[Cyclonedc]

The forced play greeting what EXACTLY what we were looking for. I found that the regular call center greeting was actually able to get interupted as soon as an agent is available. The customer was not wanting that at all because this greeting was on there for legal purposes and had to be heard completely.

The Forced Play Greeting, however, does not allow the greeting to get interupted unless the overflow rule is in place. But that can be controled by setting the NO AGENT rule to 0. But again, thank you so much for your help I think we would have had a problem if we had gone the general greeting route.