Agent Greeting and Whisper Announcement Feature Guide for Cisco Unified Contact Center Enterprise Release 9.0(1)
Agent Greeting requirements
Downloads: This chapterpdf (PDF - 1.1MB) The complete bookPDF (PDF - 4.01MB) | Feedback

Agent Greeting requirements

Agent Greeting requirements

The Agent Greeting feature lets an agent record a message that plays automatically to callers when they connect to the agent. The greeting message can welcome the caller, identify the agent, and include other useful contextual information. With Agent Greeting, each caller can receive a clear, well-paced, language-appropriate, and enthusiastic introduction. Another benefit is that it saves the agent from having to repeat the same introductory phrase for each call. It also gives the agent a moment to review the desktop software screen pop-ups while the greeting plays.

The process of recording a greeting is much the same as recording a message for voice mail. Depending on how the call center is set up, agents may be able to record different greetings that play for different types of callers (for example, an English greeting for English speakers or an Italian greeting for Italian speakers).

By default, greeting play is enabled when agents log in to their agent desktop. Agents can turn greeting play off and on as necessary.

System Requirements and Functional Limitations

To use Agent Greeting, your system must meet these baseline requirements.

Software Requirements

These software pieces must be in place to deploy Agent Greeting.

What

Requirement

Software versions

To use Agent Greeting, your Unified CCE deployment must be running:

  • Unified CCE 8.5(1) or later
  • Unified CVP 8.5(1) or later
  • Unified CTI OS 8.5(1) or later
  • Unified CM 8.5(1) or later

Deployment models

Agent Greeting is supported with Enterprise deployments of Unified CCE with CVP only; it is not supported with hosted deployment models.

Agent Greeting in Parent/Child deployments and Agent Greeting for mobile agents both require Unified CCE, Release 8.5(2) or later.

Agent Greeting for Parent/Child is only supported for a very specific Parent/Child configuration, where calls are queued at a CCX (IP-IVR) on the child system PG, and requires a dedicated CVP at the child on a dedicated VRU PG to provide the agent greetings. Agent Greeting in Parent/Child configurations must be approved by the Cisco Assessment to Quality (A2Q) process and require Cisco Design Mentoring Service to assure that the deployment model is designed and sized correctly to support the Agent Greeting feature.

Agent types

Agent Greeting is supported for inbound agents and blended outbound agents when they receive inbound calls.

Agent desktops

Agent Greeting is supported with CTI OS desktops created using the COM or C++ CILs. CTI OS includes Active X controls that let you integrate Agent Greeting buttons (Enable/Disable Greeting, Record Greeting) into the desktop. For more information, see the CTI OS developer documentation.

Agent Greeting is supported with CAD, VB, Java, and .NET desktops with these limitations:

  • There is no support for Agent Greeting controls in the desktop.
  • Agents cannot enable or disable the feature. For more information about CAD, see the section on using Agent Greeting with CAD.
  • Greeting recording calls made using CTI OS are assigned the Peripheral Call Type value 40. (AGENT_GREETING_RECORDING). Greeting recording calls made using CAD, VB, Java, or .NET are assigned the Peripheral Call Type value 10 (AGENT_INSIDE).
  • PG capacity is reduced (CAD only).
    Note   

    For more information about Agent Greeting with CAD, see Using Agent Greeting with your CAD agent or supervisor desktop

Protocol Requirements

These protocol and encoding pieces must be in place to deploy Agent Greeting.

What

Requirement

CVP Call Control Protocols

Agent Greeting is supported with SIP as the CVP call control protocol. H.323 is not supported.

Codecs

Agent Greetings are recorded using G.711 encoding. CVP supports a mixed codec environment in which the IVR uses G.711 encoding while customer/agent calls can use G.729. G.722 is not supported.

Agent Greeting Phone Requirements (for Local Agents Only)

Agent Greeting is available to agents and supervisors who use IP Phones with Built-in-Bridge (BiB). These agents are typically located within a contact center. Phones used with Agent Greeting must meet these requirements:

  • The phones must have the BiB feature.

    Note


    If you disable BiB, the system attempts to use a conference bridge for agent greeting call flow and a warning event is raised.


  • The phones must be running the firmware version CM 8.5(1) or greater. (In most cases, phone firmware is upgraded automatically when you upgrade your Unified CM installation.)
  • See the Unified CCE Compatibility Matrix for the list of supported Cisco Unified Call Center phone models.

Configuration Requirements

The following configuration components must be in place to deploy Agent Greeting.

Where

What

Unified CM

For phones that use Agent Greeting, you must set the Built-in-Bridge option to On or Default (if the value of Default is On). To verify, in Unified CM Administration, select Device > Phone > Built in Bridge.

Unified CCE

Agent Greeting is supported with Type 10 Network VRUs only. (Type 10 is required to allow CVP to control the call). If your current Unified CCE deployment is not configured for a Type 10 VRU, you must modify it accordingly.

Agent Greeting requires at minimum three expanded call variables.

  • user.microapp.ToExtVXML: This is used twice in an Agent Greeting record script: the first time is to queue the Unified CVP RecordAgentGreeting application; the second time is to tell the recording application where to save greeting files. Configure it as an array with size 3.Use the Unified CCE Administration tool to ensure this variable includes these settings: Maximum Length - 100 and Enabled.
  • user.microapp.app_media_lib:This is required in Agent Greeting record and play scripts to specify the dedicated directory on the media server where your greeting audio files are stored. Maximum Length - 100 and Enabled.
  • user.microapp.input_type: This is required in Agent Greeting record scripts to limit the allowable input type to DTMF. Maximum Length - 100 and Enabled.
No other expanded call variables are needed if you serve your files from the Unified CVP default media server, and your files are in the media server default locale directory ("<web_server_root>\en-us\app"). However, if you store your files in a location other than these defaults, you must use one or more of the expanded call variables in the next row in your scripts.

Unified CCE (optional variables, used to override defaults)

To make these variables available to your script authors, confirm that they are defined in the Unified CCE Configuration Manager tool. For instructions about defining ECC variables for CVP, see the Configuration and Administration Guide for Unified CVP .

  • user.microapp.media_server: Use to identify the Unified CVP media server if it is other than the default.
  • user.microapp.locale: Use to specify the name of the locale directory on the media server if it is other than the default ("en-us").
  • user.microapp.UseVXMLParams: Required in your record script if you include the user.microapp.media_server variable. It tells the external VXML recording script to use the name/value pair of the application that you pass in the user.microapp.ToExtVXML variable.

Unified CVP

Your Unified CVP installation must include the Unified CVP VXML Server and the Unified CVP Call Server. The VXML Server must be deployed and connected to the Call Server using the configuration in the CVP Operations Console.

Functional Limitations

Agent Greeting is subject to these limitations.

  • Agent Greeting is not supported with outbound calls made by an agent. The announcement plays for inbound calls only.
  • Only one Agent Greeting file plays per call.
  • Supervisors cannot listen to agent recorded greetings.
  • Agent Greetings do not play when the router selects the agent via a label node.
  • Out of the box, the default CTI OS Toolkit Agent desktop includes the Agent Greeting buttons. If Agent Greeting is not configured, the Agent Greeting buttons do not execute any functionality. If you use the default desktop but do not plan to use Agent Greeting, you should remove them.
  • Silent Monitoring (CTI OS and Unified CM-based) is supported with Agent Greeting with this exception: For Unified-CM based Silent Monitoring, supervisors cannot hear the greetings themselves. If a supervisor clicks the Silent Monitor button in their CTI OS desktop while a greeting is playing, a message displays stating that a greeting is playing and to try again shortly.