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

Troubleshooting Agent Greeting

This chapter describes how to troubleshoot the Agent Greeting feature.

Debugging Agent Greeting scripts

The Script Editor Call Tracer utility, which tests and debugs routing scripts to confirm the selection of Unified CCE targets, includes these fields for debugging Agent Greeting scripts:

  • Agent (the Enterprise Agent ID),
  • Greeting (the greeting type), and
  • Customer (the instance)

Monitoring Agent Greeting

As a general monitoring/troubleshooting practice for Agent Greeting, you may find it best to review log files on your Peripheral Gateway in this order:

  1. Review the Windows Event Viewer Application log first. It is easier and faster to locate errors here.
  2. If you find an error in Windows Event Viewer, note the time.Then use the ICM Dumplog utility to export the contents of your ICM logs to a human-readable file that you can consult for more detail. Dumplog outputs files to <icm_root>\<instance>\<pg_name>\logfiles\.

Frequently asked questions


Q. 

What is the maximum number of greetings an agent can have?

A. 

Unified CCE does not impose a limit on how many greetings your agents can have. You determine the limit in the way you design your scripts. The number of numeric keys on a dial pad imposes a practical limit of nine; however, you can circumvent this by including nested CED nodes in your routing scripts that allow agents to drill-down to the greeting type they want to record.

Q. 

Can I deploy different Agent Greeting scripts for different types of agents? I work at a large company that has both internal and external tech support agents. The types of greetings these two groups need are not the same.

A. 

Yes. The best way to do this depends on how your agents are created in the system.

For example, if your internal and external agents are created on separate routing clients, you can simply create different Agent Greeting scripts for each of the two routing clients. If internal and external agent records are mixed together on a single routing client, you need a different approach. You can create a script that uses agent Login IDs to direct them to the correct Agent Greeting record script. Or one that requires agents to select their agent type from a menu and then uses that information to select the right Agent Greeting script.

Q. 

How do I disable Agent Greeting?

A. 

Individual CTI OS agents can disable Agent Greeting through their desktops. To disable Agent Greeting for groups, remove the call to the Agent Greeting play script from your call routing scripts.