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:
Review the Windows Event Viewer Application log first. It is easier and faster to locate errors here.
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
What is the maximum number of greetings an agent can have?
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
Can I deploy different Agent Greeting scripts for different types
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
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.
How do I disable Agent Greeting?
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.