Agent Greeting and Whisper Announcement Feature Guide for Cisco Unified Contact Center Enterprise Release 9.0(1)
Using Agent Greeting with your CAD agent or supervisor desktop
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Using Agent Greeting with your CAD agent or supervisor desktop

Using Agent Greeting with your CAD agent or supervisor desktop

This chapter describes how to use Agent Greeting from the CAD Agent or Supervisor desktop.

Record greeting

There is no button support for Agent Greeting in CAD desktops. To record a greeting:

  1. On your desktop, open the Make a Call dialog.
  2. In Name: Number, type or paste "RecordAgentGreeting" (case-sensitive).
  3. Check the Dial Number As Entered box.
  4. Click Dial.
  5. Once the recording session starts, use the Dial Pad on your desktop or the keys on your hard phone to respond to prompts.

Add customized task button in the CAD agent for recording an Agent Greeting

You can add a customized button to record an Agent Greeting. This simplifies the Agent Greeting recording, reducing keystrokes for each agent.

  1. Open the CAD Agent.
  2. Open the CAD Work Flow Administrator.
  3. Navigate to the CAD Agent - User Interface.
  4. Choose an available Task.
  5. Check the Visible box.
  6. In the Hint box, enter Record Agent Greeting.
  7. Click the Add button.
  8. Choose the Run Macro tab.
  9. Click the New button.
  10. Enter RecordAgentGreeting.
  11. Click the OK button.
  12. Click the Record button.
  13. Follow the directions above for Recording a Greeting.
  14. When finished, restore the Record dialog from the taskbar and click the Stop button.
  15. Modify the script as follows:
  16. Click the OK button.
  17. Click the Add Action button.
  18. Close the CAD Work Flow Administrator and save all changes.
  19. Restart the CAD Agent.

The customized Agent Greeting recording button appears on the CAD Agent desktop when the agent desktop is restarted.

Disable Agent Greeting

There may be times when you do not want your greeting to play to callers, but as a CAD agent you cannot turn off the Agent Greeting feature--if this feature is enabled for your call center, it is always on. As an alternative to disabling Agent Greeting, you can record a brief (one second) message consisting of silence. This should mimic no greeting as far as the caller experience is concerned.