If configured by the system administrator, you can use the Agent Greetings feature to record greetings with your own voice and play them back for incoming calls. You can create up to 6 greeting messages and save them on your phone.
By default, the phone deletes your greetings after you log out. The phone saves the recorded greetings if the system administrator enabled this function.
When you record your greeting, you can specify a name type, a subtype, or an incoming call matching pattern, and textual data for the subtype.
When you log in as an agent, you can edit, delete, or record greetings messages.
You can record and use the following types of greetings:
Greeting type |
Description |
Match criteria |
Manual |
Use the Greetings soft key to manually start playback of a greeting for an incoming call. |
None |
Auto Answer (default) |
The phone automatically plays a greeting for incoming calls or for any incoming calls that does not match other options. |
By default or in Ready mode when the agent status is Available, the phone plays a greeting message for all incoming calls. |
VDN |
Vector directory number. Call vectors are commands that route incoming calls and determine how the contact center processes these calls. VDNs distribute calls depending on the following factors:
|
Available matches are:
Anywhere: The data matches any set of characters in the message displayed for a call. This is a default option. On the left: The data matches the characters on the left end of the message displayed for a call. On the right: The data matches the characters on the right end of the message displayed for a call. Exact match: The data matches the entire message displayed for a call. |
ANI |
Automatic number identification routes a call based on the caller identity and the number of the initial line. |
Available matches are:
Anywhere: The data matches any set of characters in the message displayed for a call. This is a default option. On the left: The data matches the characters on the left end of the call-associated display message. On the right: The data matches the characters on the right end of the message displayed for a call. Exact match: The data matches the entire message displayed for a call. |
Prompted Digits |
Prompted digits are used in contact centers with automatic recordings that prompt the caller to enter digits for reaching a specific area of assistance. For example, the contact center might prompt to press 1 to reach sales or 2 for billing requests. |
Available matches are:
Anywhere: The data matches any set of characters in the message displayed for a call. This is a default option. On the left: The data matches the characters on the left end of the message displayed for a call. On the right: The data matches the characters on the right end of the message displayed for a call. Exact match: The data matches the entire message displayed for a call. |
You can only record two or more greetings for the manual type. You can record and save only one greeting of other types at a time.
If your phone plays a greeting and another audio signal comes, such as an incoming call ring, the phone stops playing the greeting.
