Agent Greeting and Whisper Announcement Feature Guide for Cisco Unified Contact Center Enterprise Release 9.0(1)
How Agent Greeting Works
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How Agent Greeting Works

How Agent Greeting Works

This chapter describes how the Agent Greeting feature works.

How Agent Greeting Files Are Played

When an agent answers a customer call, the Agent PIM sends a route request to the router and gets the route response back. The Agent PIM tells Unified CM to connect to CVP. When CVP answers the call, Unified CM allocates the BiB resource for the agent phone. The router sends CVP a Run Script request. In response, CVP tells the VXML gateway to play the requested Agent Greeting media file. The VXML gateway plays the media file to the BiB for the phone. Both the agent and customer hear the greeting.

How Agent Greeting Files Are Named and Saved

Agent Greeting files are named automatically at the time an agent records and saves them. The file name is a concatenation of the agent sign in name and the current value of the Agent Greeting Type variable in the Agent Greeting record script.

For example, the sign in name is agent123 and the agent presses 1 to record a greeting. In the Agent Greeting record script, when the agent presses 1, the value of the Agent Greeting Type variable is set to French. The file is saved as agent123_French.wav


Note


Sign in name is the Login Name configured for the agent in the Unified CCE Configuration Manager Agent Explorer tool.


How to Limit the Number of Greetings an Agent Can Have

Unified CCE does not impose a limit on the number of concurrent greetings you can allow your agents to have. Practically speaking, though, the number of keys on your agents' dial pads sets an upper bound of nine. You can further limit the number of greetings in the Network VRU script that prompts agents to select the greeting they want to record. For example. in that script, a configuration parameter value of 1-3 allows three greetings, 1-5 allows 5 greetings, and so on.

Login Name Changes and Agent Greeting

The association of the agent with the greeting files is based on Login Name. If an agent Login Name changes for any reason, that association is lost and the agent must re-record the greetings. Conversely, if a new agent is assigned a pre-existing Login Name, that agent is automatically associated with any existing greetings for that name.

Agent Greeting Call Flow

Following is an Agent Greeting call flow diagram accompanied by a description of the steps.

Figure 1. Agent Greeting call flow



1 -2. After the agent answers the customer call, the Agent PIM sends a route request to the router and gets the route response back.

3. Agent PIM instructs Unified CM to connect to the VRU to add media to the call.

4. Unified CM makes the server call to CVP. After CVP answers the call, Unified CM allocates the agent phone's BIB resource.

5 - 12. CVP gets a Run Script request from the router.

13. CVP instructs the VXML gateway to play the agent greeting media file. VXML voice gateway plays the media file to Phone's BIB. Agent and customer both hear the greeting.

Reporting

In agent, skill group, and Precision Queue reports, greeting time is not specifically broken out. The period during which the greeting plays is reported as talk time. Record time is counted as an internal call by the default skill group.

Calls that involve Agent Greeting consist of two call legs: the inbound call from the customer and the call to Unified CVP for the greeting. Both of these legs have the same RouterCallKeyDay and RouterCallKey values in the TCD and RCD tables in the database. You can use these values to link the two legs together for reporting purposes.

Greeting Call Statistics

To view greeting call statistics, create a separate call type and associate it with the routing script that plays agent greeting. New CUIC templates for the agent greeting call type are created based on the data in the existing Call_Type_Real_Time and Call_Type_Interval table in the database.

Peripheral Call Types for Agent Greeting

There are two peripheral call types specific to Agent Greeting that you can use to track and report on the feature.

  • Call Type 39: Play Agent Greeting. Route request to play an Agent Greeting.
  • Call Type 40: Record Agent Greeting. Agent call for recording an Agent Greeting.

Note


Greeting recording calls made using CAD are assigned the Peripheral Call Type value 10 (AGENT_INSIDE).


Extra TCDs and RCDs are generated for the agent greeting call leg, and they can be linked to the first call leg by the same RouterCallKeyDay and RouterCallKey.

Serviceability

Serviceability for Agent Greeting includes SNMP events captured by your Network management software that indicate reasons for greeting failures and counters to track the number of failed greeting events.


Note


There is no counter for the number of failed agent greeting calls.

When system components fail, Agent Greeting may be impacted. For example, if a requested greeting audio file cannot be found for any reason, the call proceeds normally without the Agent Greeting. To view Agent Greeting troubleshooting tips, see http:/​/​docwiki.cisco.com/​wiki/​Troubleshooting_​Tips_​for_​Unified_​CCE_​8.5.

Component Failure and Agent Greeting

This section describes the most common failure types for the Agent Greeting feature.

Failover of ICM and CTI OS Server

In a duplexed deployment, when a router, logger, peripheral gateway, or CTI OS Server fails over, Agent Greeting behaves as follows:

  • Logged in agents are automatically logged out and in again. While this is happening, agents see a brief message in their desktop client status bar showing that they are being disconnected/reconnected.
  • After agents are logged back in, their Agent Greeting state (on or off) is set to what it was prior to failover.

Failover of VRU PG

In a duplexed deployment, when a VRU peripheral gateway fails over, Agent Greeting play and record may not work until the failover is complete. Agent desktops are unaffected.

Failure to Access CVP Media Server

If the connection to the CVP media server fails, or if a requested greeting audio file cannot be found for any reason, the call proceeds normally without the Agent Greeting.

Failure to Access CVP VXML Server

If the VXML Server fails during a greeting recording session, the agent experiences a dropped call.

Agent Desktop Closes Unexpectedly

If the CTI OS Agent Desktop software closes unexpectedly (for example, due to a crash), when the agent relaunches it: the agent remains logged in and Agent Greeting state is set to Enabled.

Whisper Announcement with Agent Greeting

You can use Agent Greeting along with the Whisper Announcement feature. Here are some things to consider when using them together:

  • On the call, the Whisper Announcement always plays first, before the Agent Greeting.
  • To shorten your call-handling time, you may want to use shorter Whisper Announcements and Agent Greetings than you might if you were using either feature by itself. A long Whisper Announcement followed by a long Agent Greeting equals a long wait before an agent is actively handling a call.
  • If you use a Whisper Announcement, your agents probably handle different types of calls: for example, "English-Gold Member-Activate Card," "English-Gold Member-Report Lost Card," "English-Platinum Member-Account Inquiry." Therefore, you may want to ensure that greetings your agents record are generic enough to cover the range of call types.