Greetings

Last Updated : Oct 02, 2025 |
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If your administrator enables greetings, you can select or add a new greeting for incoming calls using.supports greetings for Contact Center and Unified Communications users.
Greeting types include:
  • Automatic Number Identification (ANI): ANI routes a call based on the caller's identity and the originating line number.
  • Vector Directory Number (VDN): Call vectors are commands that route incoming calls and determine how the contact center processes these calls. VDNs distribute calls depending on factors such as the number the caller dials, the number the caller calls from, the number of calls in the queue, and the time of the call.
  • Prompted Digits:plays this greeting when the caller enters the prompted digits during a VDN call. If the VDN greeting matches the VDN name,does not play the Prompted Digit greeting, as the VDN greeting has a higher priority.
  • Auto Answer:plays this greeting automatically when an incoming call does not match the VDN or ANI greeting type criteria.
  • Manual:plays this greeting when you click Play Greeting (Play Greeting icon) during the active incoming or outgoing call. If there are multiple manual greetings, click the greeting you wantto play.
compares greeting types using the following priorities:
  1. VDN
  2. ANI
  3. Prompted Digits
  4. Auto Answer

Adding a new greeting on Windows clients

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You can add a new greeting for incoming calls.
By default, the Match Criteria field for the Auto Answer greeting type is set to All Calls.
For the Manual greeting type,does not display the Match Criteria field.does not display the Match Criteria field because you control when the manual greeting must play.
  1. In thesettings, click User PreferencesAgent ServiceGreetings.
  2. Click Add a new greeting.
  3. To enable the greeting, click Enable.
  4. In the Name of Greeting field, type a name for the greeting.
  5. In the Type of Greeting field, click one of the following:
    • ANI
    • VDN
    • Prompted Digits
    • Auto Answer
    • Manual
    ADDITIONAL INFORMATION:
    By default,selects the Auto Answer greeting type.
  6. In the Match Criteria field for ANI, VDN, and Prompted Digits greeting types, click one of the following:
    • Anywhere: The data must match any set of characters in the incoming call details to play the greeting. By default,selects the Anywhere matching criteria.
    • On Left: The data must match the characters on the left end in the incoming call details to play the greeting.
    • On Right: The data must match the characters on the right end in the incoming call details to play the greeting.
    • Exact Match: The data must match the exact characters in the incoming call details to play the greeting.
  7. If you select VDN, ANI, or prompted digits greeting type, type the VDN name, ANI number, or prompted digit.
    ADDITIONAL INFORMATION:
    To include multiple VDNs, ANIs, or prompted digits, you can use a comma separator.
  8. To record the audio greeting, do the following:
    1. Click Recorded Audio Greeting.
    2. Click the Start Recording icon.
    3. Record an audio greeting for up to a maximum of 10 seconds.
    4. Click the Stop Recording icon.
    5. To listen to the audio recording, click the Play Recording icon.
    6. Optional: To re-record the audio, click Retake and start recording.
    7. To save the audio recording, click Use Audio.
      STEP RESULT:
      saves the audio recording as a WAVE file.
  9. Save the changes.

Updating an existing greeting on Windows clients

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  1. In thesettings, click User PreferencesAgent ServiceGreetings.
  2. Click the greeting that you want to edit.
  3. On the Edit Greeting screen, update the greeting details as needed.
  4. Save the changes.

Deleting a greeting on Windows clients

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  1. In thesettings, click User PreferencesAgent ServiceGreetings.
  2. Click the greeting that you want to delete.
  3. On the Edit Greeting screen, click Delete Greeting.

Manually synchronizing greetings betweenand the greetings server

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Use this procedure to synchronize the greetings on the greetings server with. When you manually synchronize the greetings,checks if there are changes in the greetings and downloads the greetings from the server.
  1. In thesettings, click User PreferencesAgent ServiceGreeting.
  2. Click Manual sync.
    STEP RESULT:
    synchronizes the greetings with that on the greetings server.
    If there is a failure during manual synchronization, you can view a message which states thatcould not synchronize the greetings.
  3. If manual synchronization fails, click Try Again.