Someone explained to me a long time ago about how to set up an announcement for call centre agents to hear whenever a call came from a particular skill or VDN. This will come in useful for me at the moment as I'm in the process of setting up an english speaking skill as backup to country specific skills and it would be handy for call centre agents to recognise an english call and to know to answer in english without first checking the phone display for the type of call. The result would mean them hearing an extra bleep or sound on top of the two bleeps they ordinarily hear when a call is routed to them. If anyone can remind where I can find this facility then that would be great!
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Announcement for Agent 1
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mverkruijssen
Programmer
There are a few points you have to do:
1. You have to record a new announcement that says, for example 'english'.
2. On the VDN form you have to fill in the 'VDN of origin annc. extension. (this is the announcement you just recorded).
3. You have to create a special COR for agents that have to hear this announcement. Inside the COR you set the 'Hear VDN of origin annc.' field to y.
Now if a call come's in, the agent will hear the announcement befor he get's connected to the caller.
Hope this helps,
Michel.
1. You have to record a new announcement that says, for example 'english'.
2. On the VDN form you have to fill in the 'VDN of origin annc. extension. (this is the announcement you just recorded).
3. You have to create a special COR for agents that have to hear this announcement. Inside the COR you set the 'Hear VDN of origin annc.' field to y.
Now if a call come's in, the agent will hear the announcement befor he get's connected to the caller.
Hope this helps,
Michel.
mverkruijssen
Programmer
You're welcome. That's what's this place is for.
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