You can play a configurable, automated agent greeting to callers, standardizing the caller experience. The greeting helps keep the agent voices fresh because they do not have to repeat the same greeting on every call. The Agent Greeting feature lets you record a message that plays automatically to callers when they connect to you. The greeting message can welcome the caller, identify the agent, and include other useful contextual information. With Agent Greeting, each caller receives a clear, well-paced, and language-appropriate introduction.
The process of recording a greeting is similar to recording a message for your voice mail. Depending on how your call center is set up, you can record different greetings that play for different types of callers (for example, an English greeting for English speakers or an Italian greeting for Italian speakers).
By default, greeting play is enabled when you log in to your agent desktop, but you can turn it off and on as necessary.
Agent Greeting is available to agents and supervisors who use IP Phones with Built-in-Bridge (BiB) that are controlled by the Unified CCE and Unified CM. These agents are typically located within a contact center. This feature is subject to certain functional limitations. For more information about the Agent Greeting phone requirements and limitations, see Agent Greeting Design Considerations.
To deploy the Agent Greeting feature, you must configure Unified CVP, Unified CCE, and Unifed CCM. For more information about these configurations, see Agent Greeting configuration.
VXML gateway IVR leg dial-peer must not use the voice-class codec, it should use either the codec G.711u-law or the codec G.711a-law.