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VIP Purple

Whisper and Agent Greeting

Hi ,

I had a query  on whisper and Personalised Agent Greeting supported in UCCE 8.5.

Can't we configure both the above features and make them work simultaneously for call which is landing to agent?

regds,

aman

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Silver

Whisper and Agent Greeting

Yes you can ...

You can use Agent Greeting along with the Whisper Announcement feature. Here are some things to consider when using them together:

- On the call, the Whisper Announcement always plays first, before the Agent Greeting.

- To shorten your call-handling time, you may want to 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 is actively handling 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 the greetings your agents record are generic enough to cover the range of call types.

source: http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/ipcc_enterprise/ipccenterprise8_5_1/configuration/guide/agwa85fg.pdf

(page 18)

Brian

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2 REPLIES
Silver

Whisper and Agent Greeting

Yes you can ...

You can use Agent Greeting along with the Whisper Announcement feature. Here are some things to consider when using them together:

- On the call, the Whisper Announcement always plays first, before the Agent Greeting.

- To shorten your call-handling time, you may want to 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 is actively handling 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 the greetings your agents record are generic enough to cover the range of call types.

source: http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/ipcc_enterprise/ipccenterprise8_5_1/configuration/guide/agwa85fg.pdf

(page 18)

Brian

Please rate helpful posts.

VIP Purple

Whisper and Agent Greeting

Hi Brain,

Thanks a lot.

regds,

aman

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