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
greeting play is enabled when agents log in to their agent desktop. Agents can
turn greeting play off and on as necessary.
Agent Greeting Phone
Requirements (for Local Agents Only)
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.
If you disable
BIB, the system attempts to use a conference bridge for agent greeting call
flow and raises a warning event.
The phones must
be running firmware version CM 8.5(1) or greater. (In most cases, phone
firmware upgrades automatically when you upgrade your Unified Communications
Agent Greeting does not support 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 through a label node.
The default CTI OS Toolkit Agent desktop includes the Agent Greeting buttons. If you do not set up Agent Greeting, 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 the buttons.
Agent Greeting supports Silent Monitoring (CTI OS and Unified CM-based) 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.
Whisper Announcement with Agent Greeting
You can use Agent Greeting with the Whisper Announcement feature. Here are some things to consider when using them together:
On the call, the Whisper Announcement always plays first.
To shorten your call-handling time, 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 actively handles 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.
This section is intended for system
administrators responsible for installing and configuring Packaged CCE. It
describes the one-time tasks required to set up Agent Greeting.
configuration components must be in place to deploy Agent Greeting.
Unified Communications Manager
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
Device > Phone
> Built in Bridge.
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
Agent Greeting requires at minimum three expanded call
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.
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.
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.
(optional variables, used to override defaults)
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
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.
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
system meets the baseline requirements for software, hardware, and
configuration described in the System Requirements and Limitations section.
Configure one or more
servers to act as media servers. Configuration requirements include IIS and FTP
In CVP, add
media servers, configure FTP connection information, and deploy the media
Agent Greeting uses
the Unified CVP media server. If you previously configured and deployed one or
more Unified CVP media servers for other features, you do not have to configure
any additional servers for Agent Greeting. You can optionally add additional
Agent Greeting uses
the Unified CVP media server to store and serve the following types of files:
prepared by Administrators. These files supply the prompts that agents hear
when they record their greetings. The Administrator must manually add the
prompt files to all of the media servers that their Agent Greeting scripts will
query to retrieve those files.
recorded by agents. These files are the actual greetings that play to callers.
They are recorded by individual agents. The system handles the storage of these
files as follows:
greeting is first recorded, it is stored temporarily on the Unified CVP Call
Server, where an agent can listen to it prior to confirming its use.
When the agent
confirms the greeting, the file is transferred, using FTP, to all media servers
that are deployed and are configured with FTP enabled. Make sure an FTP server
is installed and configured for the correct version of IIS on the media server.
For instructions consult the
To satisfy a
request for the greeting to play to a caller, the greeting file is copied from
the media server to the VXML Gateway, where it is cached. The cached copy is
used to satisfy subsequent requests for the greeting. Content expires in the
cache based on the cache timeout period defined on the media server.
The routing scripts
look for the prompt and greeting files either on the configured default Unified
CVP media server or on a specific server identified in the script. Some typical
scripting scenarios for retrieving files for Agent Greeting include:
All files are
retrieved from the default server.
All files are
retrieved from the default server if available; otherwise, a redundant server
For security, the
prompt files are retrieved from one server and the greetings files are
retrieved from a different server.
balancing, the greetings files are dispersed among several servers and
retrieved based on tests in the script.
scripts to VXML Gateway
script files that ship with Unified CVP Release 9.0(1) include updates to
support Agent Greeting. You must republish these updated files to your VXML
In the Unified
CVP Management Console, select
Administration > File Transfer > Scripts and
Set Device to
gateways you want to update. Typically you would select all of them unless you
have a specific reason not to.
Default Gateway Files.
Set Cache Size on
adequate performance, set the size of the cache on the VXML Gateway to the
maximum allowed. The maximum size is 100 megabytes; the default is 15
kilobytes. Failure to set the VXML Gateway cache to its maximum can result in
slowed performance to increased traffic to the media server.
Use the following
Cisco IOS commands on the VXML Gateway to reset the cache size:
http client cache memory pool 100000
create audio files for each of the voice prompts that agents hear as they
record a greeting. The number of prompts you require can vary, but a typical
set can consist of:
followed by a prompt to select which greeting to work with (this assumes you
support multiple greetings per agent)
A prompt to
select whether they want to hear the current version, record a new one, or
return to the main menu
A prompt to
play if a selected greeting is not found.
To create voice
prompts for recording greetings:
files using the recording tool of your choice. When you record your files:
files must be in
.wav format. Your
.wav files must match Unified CVP encoding and format
requirements (G.711, CCITT A-Law 8 kHz, 8 bit, mono).
audio files. Ensure that they are not clipped and that they are consistent in
volume and tone.
recording, deploy the files to your Unified CVP media server. The default
deployment location is to the
Note the names
of the files and the location where you deployed them on the media server. Your
script authors need this information for the Agent Greeting scripts.
CVP Get Speech micro-application used to record Agent Greetings includes the
following built-in prompts:
A prompt that
agents can use to play back what they recorded
A prompt to save
the greeting, record it again, or return to the main menu
A prompt that
confirms the save, with an option to hang up or return to the main menu
The built-in prompts are installed on each server at
<CCE_root>\wav and are
referenced in the example recording script that is included with Packaged CCE.
To deploy the example script, copy the audio prompts to the
directory on your media server.
To record and play
agent greetings, create the following call types.
Unified CCDM Portal as Tenant or Sub customer user.
Manager > Folder Tree Panel, choose a folder to
create the Call Type.
and then click Call
Create a call
type to record agent greetings and use the name
Create a call
type to play agent greetings and use the name
To record and play
agent greetings, create the following dialed numbers.
Log in to the
CCDM Portal as Tenant/Sub customer user and navigate to System Manager.
System Manager > Folder
Tree Panel, select the folder to create the dialed
Resource, and then click
dialed number to record agent greetings and use the name RecordAgentGreeting.
The name must match exactly and is case-sensitive.
dialed number to play agent greetings and use the name PlayAgentGreeting. The
name must match exactly and is case-sensitive.
following for each dialed number:
routing type, use Internal Voice.
domain as is. The domain defaults to a set value and you cannot change it.
associate each number to its call type (and to a script that will execute),
select the call type that matches the purpose of each dialed number.
> Call Type Manager.
From the Call
Type Manager screen, select the
From the Call
type drop-down list, select the call type to associate with the script; for
Add and select the script you want from the Scripts
OK twice to exit.
Define Network VRU
Scripts for Agent Greeting
Greeting record and play scripts to interact with Unified CVP, Network VRU
scripts are required. The number of VRU scripts that you require and how you
configure them depends on how you choose to script Agent Greeting.
To create these scripts, log into Packaged CCE Administration
Manage > Network VRU
table lists an example set of Agent Greeting Network VRU scripts based on the
example Agent Greeting scripts that are included with the software.
If you require the
following example VRU scripts, you must manually create them.
Table 1 Agent Greeting
Network VRU Scripts
VRU Script Name
What it does
Causes a saved
greeting audio file to play. The
-a parameter automatically generates the file name by
concatenating the agent's Login Name with the AgentGreetingType variable value
set in your routing scripts that target an agent.
a recording session, play an audio file that presents a voice menu prompting
the agent to press the number corresponding to the greeting he or she wants to
1-9 configuration parameter defines the range of
allowable keys. So this value also determines the number of concurrent
greetings agents can have. The
A parameter specifies that the file is in the (default)
Application directory on the Unified CVP VXML Server.
a recording session, play an audio file that prompts the agent to press 1 to
listen to a greeting, 2 to record, or 3 to go to the main menu.
a recording session, if an agent tries to play back a greeting that does not
exist, play the no_greeting_recorded audio file. The
Y configuration parameter in this instance allows
barge-in (digit entry to interrupt media playback).
starts the external VXML application that records the greeting. The VRU script
name must be specified exactly as shown and is case-sensitive.
Y parameter in the eleventh position of the
Configuration Parameter is required. It allows the script to pass FTP
connection information to the VXML server. The VXML server then uses this
information to make an FTP connection to the media server when saving greeting
This script allows the agent to review the recorded greeting audio file.
Agent Greeting scripts
To view or use the
example Agent Greeting scripts, you must first import them into Script Editor.
To import the scripts:
Import Scriptand select a script to import.
are located in the
icm\bin directory on the data server (DS) node.
import the example scripts, Script Editor maps objects that are referenced in
the scripts. Some of the objects, such as the external Network VRU scripts,
skill groups, route to skill group, or precision queue, do not map
successfully. You must create these manually or change these references to
point to existing scripts, skill groups, and precision queues in your system.
What to Do Next
In addition to
importing the scripts, you may need to modify the following items. For more
Agent Greeting Scripts.
If you do not
use a default media server, you must modify the media server specification.
If you do not
use the default values for application and locale (en-us/app), you
must modify the path name of greeting files.
Unified CCE Administration tool, enable all expanded call variables referenced
by the following sample scripts.
Example Routing Scripts
routing script files in the
icm\bin directory include:
AG.ICMS—This script sets
up an Agent Greeting by setting the greeting type to be used on the call and
then queueing the call to a skill group or precision queue. Once an agent is
selected from the skill group or precision queue and the call routed to the
agent, the PAG.ICMS script is invoked. It requires that you define an
AgentGreeting VRU script (described in
Define Network VRU Scripts for Agent Greeting) and a skill group.
causes an Agent Greeting to play. It is invoked by the PlayAgentGreeting dialed
number that you configured earlier in the configuration process. This number
must be associated with a call type that then executes the script. It requires
that you define an AgentGreeting VRU script, described in
Define Network VRU Scripts for Agent Greeting.
script lets agents record a greeting. It is called from the agent desktop when
an agent clicks the Record Agent Greeting button. It prompts the agent to
select which greeting to play or record. This script is invoked by the
RecordAgentGreeting dialed number that you configured earlier in this
configuration process. It requires that you define all five VRU scripts
Define Network VRU Scripts for Agent Greeting.
plays a Whisper Announcement and an Agent Greeting together on the same call
flow. It requires that you define an AgentGreeting VRU script (described in
Define Network VRU Scripts for Agent Greeting) and a skill group.
The PAG.ICMS and
RECORD_AG.ICMS example scripts assume that a default media server is configured
in Unified CVP, and the greeting files are stored in a dedicated directory
named ag_gr directory. The WA_AG.ICMS script does not include a dedicated
For greeting, the
initial script sets up the call between caller and agent, and a different
script plays the greeting to the agent after the caller is connected. If the
initial Unified CCE script overrides the default media server with a SET node,
the call context of expanded call variables is preserved on the greeting
playback call as well, and the Default Media Server may be overridden. In this
case, modify the greeting playback script to use a SET node with the correct
Test Agent Greeting
When an agent records
a greeting, the greeting file is saved with a system-generated name as follows:
The file name
starts with the value of the Call.AgentGreetingType variable associated with
the choice the agent made when recording the greeting. For example, if the
agent selected the first option, and the Agent Greeting record script sets the
first option to "1," then the greeting file name is appended with _1. As
another example, if descriptive strings were implemented, and the first option
is associated with the string "French," then the greeting file name starts with
The agent's id
number is appended to the starting string. For agent 10201 would have greeting
files named 10201_1 or 10201_French.
The greeting file is
saved in a directory whose path is determined by the following variables in the
Agent Greeting record script:
A specific media
server, or the default media server. (The file is later pushed to all
FTP-enabled media servers.)
application directory, or the default application directory.
A specific locale
directory, or the default locale directory.
To test the
path you defined to the greeting file in your script variables, plug the
complete URL into a browser. The
.wav file should play. For example:
If your script
uses a default media server whose IP is
+ the default locale + an application directory named greet +
agent123_im1.wav, then the generated URL should be
Entering this URL into a browser should cause this agent’s greeting to play.
If your script
http://my_server.my_domain.com + the default locale + an
application directory app/greet + agent123_1.wav, then the path
Modify the Unified
CCE call routing scripts to use Play Agent Greeting script
Agent Greeting play script to run, you must add an AgentGreetingType Set
Variable node to your existing Unified CCE call routing scripts: This
variable's value is used to select the audio file to play for the greeting. Set
the variable before the script node that queues the call to an agent (that is,
the Queue [to Skill Group or Precision Queue], Queue Agent, Route Select, or
Agent Greeting in a script, insert a Set Variable node that references the
AgentGreetingType call variable. The AgentGreetingType variable causes a
greeting to play and specifies the audio file it should use. The variable value
corresponds to the name of the greeting type for the skill group or Precision
Queue. For example, if there is a skill group or Precision Queue for Sales
agents and if the greeting type for Sales is '5', then the variable value
should be 5.
You can use
a single greeting prompt throughout a single call type. As a result, use one
AgentGreetingType set node per script. However, as needed, you can set the
variable at multiple places in your scripts to allow different greetings to
play for different endpoints. For example, if you do skills-based routing, you
can specify the variable at each decision point used to select a particular
skill group or Precision Queue.
Only one greeting
can play per call. If a script references and sets the AgentGreetingType
variable more than once in any single path through a script, the last value to
be set is the one that plays.
settings in the Set Variable node for Agent Greeting:
Object Type: Call.
Variable: Must use
the AgentGreetingType variable.
Value: Specify the
value that corresponds to the greeting type you want to play. For example:
enclose the value in quotes.
The value is
cannot include spaces or characters that require URL encoding.
The following script
example illustrates how to include Agent Greeting in a script using the Set
Figure 1. Modified Call
Routing Script to Enable Greeting Play
Greeting requires two call routing scripts: one that agents can use to record
greetings and one to play a greeting to callers. Examples of these scripts are
included in your installation. This section describes the elements in the
installed example scripts, including optional features and other modifications
that you can make. To create scripts from scratch, use this section to
understand the required elements in Agent Greeting scripts.
If you plan to use
the installed example scripts out of the box, you can ignore this section.
Greeting recording script is a dedicated routing script that allows agents to
record greetings. You can use the installed example scripts or create your own.
The script should be
called from the agent desktop when an agent clicks the Record Greeting button.
If you support multiple greetings per agent, it should include prompts to
select which greeting to play or record. The dialed number RecordAgentGreeting
must be created for the specific routing client and associated with a call type
which then executes this script.
example script shown here, the agent is first prompted to select one of nine
possible greeting types. After selecting a greeting type, the agent chooses
whether to 1) listen to the existing greeting for that type; 2) record a new
greeting for that type, or 3) return to the main menu. If the agent selects the
option to listen, the name of the application directory on the media server is
set and the external VRU script that plays the greeting is triggered. Then the
agent is returned to the main menu. If the agent selects the option to record,
the Unified CVP recording application is called. The recording application
contains its own built-in audio prompts that step the agent through the process
of recording and saving a greeting. At the end, the agent is returned to the
several other behaviors in the script to note. An agent may select to listen to
a greeting type for which no greeting exists. In that event, a VRU script that
plays an error message is called. Also, in two places in the script, the path
to the application directory is reset to the default. This is because (in this
example) that is where the files for the audio files reside. The only files
that reside outside of the default directory are the greetings themselves.
includes a dedicated micro-application -- RecordAgentGreeting -- for recording
agent greetings. The application lets agents record, review, re-record, and
confirm the save of a greeting. It includes audio files to support each of
these functions. If an agent is not satisfied with a greeting, it can be
re-recorded up to three times. Upon confirmation of a save, the application
FTPs the saved file to the media server. Built-in error checking includes
checks for the data required to name the file (agent Login Name +
AgentGreetingType variable value), media server specification, valid
menu selections made by the agent, and successful FTP of the greeting file.
Record Script Nodes
example script as a reference, here are descriptions of the functions its nodes
Table 2 Script Node
Functions for Agent Greeting
What it does
the allowable input type to DTMF (touch tone).
RunExtScript:Press 1-9 to Select Greeting X
the VRU script that defines which digits are valid to select an
AgentGreetingType and plays a voice prompt describing the options.
the AgentGreetingType to the digit the agent pressed. This text is used in the
greeting wave file. It can be a simple numbering system or more descriptive
titles such as
hear greeting X,
record greeting X,
return to menu
the VRU script that defines which digits are valid to select a desired action
and plays a voice prompt describing the options.
the script how to handle the caller entered digits in response to the 1,2,3
Set three times:
"" (an empty string; that is, the default)
Defines the path to the application directory on the Unified CVP
media server. Prior to playing the greeting file, it is set to the dedicated
greeting file directory (in this example,
app/ag_gr). After the greeting file plays, it is
reset to the default application directory where (in this example) the files
for voice prompts are stored. If the voice prompts were stored in the same
directory as the greeting files, there would be no need to reset the path.
RunExtScript: Play Recording
the VRU script that plays the selected Agent Greeting.
RunExtScript:Greeting Not Found
the VRU script that plays an error message if the Agent Greeting selected to
play does not exist.
Specifies the FTP information that the VXML server uses to write
greeting files to the media server. The information must match the FTP
information configured for the media server in the Unified CVP Operations
value for array index must be 2.
value consists of:
ftpPath= to set the path to the dedicated directory
for agent greeting files.
must begin with the locale directory.
Identifies the external Unified CVP micro-application
(RecordAgentGreeting) that is used to record the greeting.
The value for
array index must be 0.
RunExtScript: Run Default Recording Application
the VRU script that launches the Get Speech micro-application on the VXML
Greeting Type Strings
The previous Agent
Greeting record script example stores Agent Greeting Type values as numbers
(although in string format). But suppose you prefer more descriptive string
names. For example,
Descriptive names can make it easier to understand at a glance what different
numeric key selections in your scripts correspond to. Note that they also
affect how greeting files are named (for example
agent123_English.wav as opposed to
The following script
example is almost identical to the previous record script, except that it
includes four additional nodes (highlighted in green). They consist of an
additional CED node that maps the keys 1, 2, and 3 to language names. The Run
Ext Script node (in gray) was modified for the new options. The rest of the
script is the same with no other changes required. Note that your routing
scripts require a corresponding mapping of numeric keys to language names.
Figure 3. Script with
Descriptive Greeting Type Strings
Agent Greeting Play
Greeting feature requires a dedicated routing script that causes the agent
greeting to play. This script is invoked by the PlayAgentGreeting dialed
script must contain at least two and possibly four specific nodes, depending on
need the following nodes:
A Run External
Script node that calls the VRU script that plays the greeting.
A Set Variable
node that sets the directory path to your greeting files.
You may also
need to include in your scripts Set Variable nodes that:
Specify the Media
Server: Unified CVP lets you specify a default media server. If you are not
serving your audio files from the default media server, your scripts must
include a variable that identifies the server where your audio files are
Specify the Locale
Directory: Additionally, if you are not storing your files in the default
shoulden-us on the media server, you must include a
variable that specifies the name of the locale directory where the files are
Directory set variable node is optional. It is needed only if you decide to use
another directory other than the default one.
Figure 4. Agent Greeting
Play Script Example
Administration and Usage
Use Agent Greeting
with Your CTI OS Agent or Supervisor Desktop
an Agent Greeting is very similar to recording a personal message for your
voice mail. To record a greeting, you must be logged in to your desktop
software and in the Not Ready state. To record a greeting:
Agent Greeting Record button on your desktop.
You may hear a
brief ring tone, after which you receive voice instructions for recording a
greeting. Options may include selecting a greeting type (if your contact center
uses more than one greeting per agent), recording, playing back, and confirming
whether to use the new greeting. There is also an option for listening to your
connect to the Record Greeting service, a dialog box containing a dial pad
appears on your agent desktop. You can use the dial pad or the keypad on your
phone to make your selections. (If you close the dialog box before you finish
recording your greeting, you cannot re-open it; use the keypad on your hard
phone to complete your recording.)
without recording a greeting, release the call.
number of greetings that you need to record is determined by your contact
center. It may vary depending on things like your skill group or Precision
Queue membership or the time of day or day of the week. Your contact center
also determines how long your greeting can be. When you are recording, if you
reach the maximum recording time, you receive a notification.
delete an agent greeting. However, you can record over previously recorded
greetings. When you record over a greeting, the new greeting is used for the
next customer call you take.
To listen to
your current greetings, click the Agent Greeting Record button on your desktop
and select a greeting.
Enable or Disable
desktop toolbar includes a Greeting button that you can use to turn the Agent
Greeting feature on or off. There are various reasons you might want to turn
off your greeting. You might want to turn off your greeting on a day when you
have a cold and you are concerned that your voice does not sound like your
recorded message. Or you might want to turn off a greeting that was appropriate
yesterday but is not today, until you have time to go Not Ready and record a
new one. Turning off Agent Greeting does not affect a greeting that is already
playing to a caller.
Agent Greeting stops your greetings from playing until you manually turn it
back on again, or until the next time you log in to the desktop; Agent Greeting
is always automatically turned on at login.
To turn Agent Greeting off, with Greeting
enabled, click the
To turn Agent Greeting back on, click the
Greeting button again.
Agent Greeting with the Outbound Agent Desktop
Agent greetings play to inbound callers only; they do not play when you make an outbound call. If you are an outbound-only agent, you can still record greetings but they do not play, even when Agent Greeting play is turned on in your desktop toolbar.
During Transfers and Conferences
blind transfer a call to another agent, your customer hears the other agent's
greeting (assuming that agent has greeting enabled). Similarly, when you
conference in another agent, all parties on the call hear the other agent's
transfers work a little differently. When you place a consultative transfer,
your customer does not normally hear the other agent's greeting, unless you
transfer the customer while the other agent's greeting is still playing.
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.
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
greeting call statistics, create a separate call type and associate it with the
routing script that plays agent greeting. New Cisco Unified Intelligence Center
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.
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.
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.
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.