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

Preface

Purpose

This manual provides an overview of the Agent Greeting and Whisper Announcement features, and describes how to configure and use these features.

Audience

This manual is for supervisors and agents who want to use the Agent Greeting and Whisper Announcement features with the Cisco Contact Center software.

Organization

The manual is divided into the following chapters.

Chapter

Description

Agent Greeting requirements

This chapter provides an overview of Agent Greeting.

How Agent Greeting Works

This chapter describes how Agent Greeting works.

Deploy Agent Greeting

This chapter includes information about how to deploy and configure Agent Greeting.

Using Agent Greeting with Your CTI OS Agent or Supervisor Desktop

This chapter includes information about how to use Agent Greeting with CTI OS agent or supervisor desktop.

Using Agent Greeting with your CAD agent or supervisor desktop

This chapter includes information about how to use Agent Greeting with your CAD agent or supervisor desktop

Agent Greeting in a parent-child deployment

This chapter describes how to use Agent Greeting in a parent/child deployment.

Troubleshooting Agent Greeting

This chapter includes troubleshooting tips and frequently asked questions.

Whisper Announcement capabilities

This chapter provides an overview of Whisper Announcement.

How Whisper Announcement works

This chapter describes how Whisper Announcement works.

Deploy Whisper Announcement

This chapter includes information about how to deploy and configure Whisper Announcement.

Whisper Announcement in a parent-child deployment

This chapter describes how to use Whisper Announcement in a Parent/Child deployment.

Related documentation

Documentation for Cisco Unified ICM/Unified Contact Center Enterprise & Hosted (United ICM/CCE/CCH), as well as related documentation, is accessible from Cisco.com at

http:/​/​www.cisco.com/​cisco/​web/​psa/​default.html?mode=prod.

Related information

See the following sources for related information:

Related information for Agent Greeting

See the following sources for additional information related to Agent Greeting:

Conventions

This manual uses the following conventions.
Format Example

Boldface type is used for user entries, keys, buttons, and folder and submenu names.

Choose Edit > Find from the ICM Configure menu bar.

Italic type indicates one of the following:

  • A newly introduced term
  • For emphasis
  • A generic syntax item that you must replace with a specific value
  • A title of a publication
  • A skill group is a collection of agents who share similar skills.
  • Do not use the numerical naming convention that is used in the predefined templates (for example, persvc01).
  • IF (condition, true-value, false-value)

An arrow (>) indicates an item from a pull-down menu.

The Save command from the File menu is referenced as File > Save.

Documentation and service requests

For information on obtaining documentation, submitting a service request, and gathering additional information, see the monthly What's New in Cisco Product Documentation, which also lists all new and revised Cisco technical documentation, at:

http:/​/​www.cisco.com/​en/​US/​docs/​general/​whatsnew/​whatsnew.html

Subscribe to the What’s New in Cisco Product Documentation as a Really Simple Syndication (RSS) feed and set content to be delivered directly to your desktop using a reader application. The RSS feeds are a free service and Cisco currently supports RSS version 2.0.

Documentation Feedback

You can provide comments about this document by sending e-mail to the following address:

mailto:ccbu_​docfeedback@cisco.com

We appreciate your comments.