Greetings

Last Updated : Oct 02, 2025 |

If your administrator enables greetings, you can select or add a new greeting for incoming calls using Avaya Workplace Client for Windows. Avaya Workplace Client 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: Avaya Workplace Client plays this greeting when the caller enters the prompted digits during a VDN call. If the VDN greeting matches the VDN name, Avaya Workplace Client does not play the Prompted Digit greeting, as the VDN greeting has a higher priority.

  • Auto Answer: Avaya Workplace Client plays this greeting automatically when an incoming call does not match the VDN or ANI greeting type criteria.

  • Manual: Avaya Workplace Client 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 want Avaya Workplace Client to play.

Avaya Workplace Client compares greeting types using the following priorities:

  1. VDN

  2. ANI

  3. Prompted Digits

  4. Auto Answer

Adding a new greeting on Windows clients

About this task

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, Avaya Workplace Client does not display the Match Criteria field. Avaya Workplace Client does not display the Match Criteria field because you control when the manual greeting must play.

Procedure

  1. In the Avaya Workplace Client settings, click User Preferences > Agent Service > Greetings.
  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

    By default, Avaya Workplace Client 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, Avaya Workplace Client 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.

    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. To re-record the audio, click Retake and start recording.
    7. To save the audio recording, click Use Audio.

      Avaya Workplace Client saves the audio recording as a WAVE file.

  9. Save the changes.

Updating an existing greeting on Windows clients

Procedure

  1. In the Avaya Workplace Client settings, click User Preferences > Agent Service > Greetings.
  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

Procedure

  1. In the Avaya Workplace Client settings, click User Preferences > Agent Service > Greetings.
  2. Click the greeting that you want to delete.
  3. On the Edit Greeting screen, click Delete Greeting.

Manually synchronizing greetings between Avaya Workplace Client and the greetings server

About this task

Use this procedure to synchronize the greetings on the greetings server with Avaya Workplace Client. When you manually synchronize the greetings, Avaya Workplace Client checks if there are changes in the greetings and downloads the greetings from the server.

Before you begin

Your administrator must configure the greetings server URL in the settings file.

Procedure

  1. In the Avaya Workplace Client settings, click User Preferences > Agent Service > Greeting.
  2. Click Manual sync.

    Avaya Workplace Client synchronizes the greetings with that on the greetings server.

    If there is a failure during manual synchronization, you can view a message which states that Avaya Workplace Client could not synchronize the greetings.

  3. Optional If manual synchronization fails, click Try Again.