Recorded Name in place of Zip/Whisper Tone

[TheCardMan]

Does anyone know if it is possible in CC6 when the call presentaion is set to "force" to the agents, can we play a pre-recorded message to the AGENT, telling them the type of call that is comming in? Example: Client name "XYZ Company" when a call comes in on thier dedicated toll free number and dedicated script the agent is presented with a recorded tone that states "XYZ Company" then presents the call....This way they do not have to watch the screen on the phone to determine who is calling and how to greet them.

Thanks

 

[Milesprower]

No, Nortel does not support this feature.

 

[mte0910]

The Agent Greeting Card (AGC) is part of the Nortel Contact Center Suite. The AGC can be programmed with skillset names, and as it is Symposium aware, it will play a prerecorded greeting to the customer based on the skillset the call is being delivered as.

This card is a pain in the rear-end, but it does basically what you are asking. Just remember the old saying, be carefull what you ask for.

 

[TheCardMan]

Thanks - I believe I know about the AGC. The AGC will play to the "customer" as an opening greeting from the agent. What I am looking for is something that plays to the "agent" (in thier headset) before the customer is connected telling them the type of call they are about to recieve. Example: Agent hears the tone then "Call from Skillset Electronics" then the customer is connected.

 

[sandyml]

Actually, both the agent and the caller will hear that first greeting, so the trick is to have the greeting specific enough to let the agent know as well. But as you say, that is still at the time the call is answered, as it is on the phoneset display.

 

[mte0910]

Agent Whisper does not exist in the Nortel world. The AGC is the closest thing we have. In our centers the agents have greetings recorded like "Thank you for calling Customer Service...", or "Thank you for calling Internet Sales, this is Bob, how can I help you". Since the agent is listening to the greeting with the caller (just as Sandy said) the agent HEARS what skillset the caller is coming in on.
Again, I must mention, this card is a complete pain in the rear-end, and I would gladly rip it out of all my centers, but the agents love it.

I'm still waiting on the card that says "Goodbye" and disconnects the call...

I officially named it the LazyAssAgentCard some years ago, patent pending.