Agent Greeting

[cdnadmin]

This document was generated from CDN thread

Created by: ED VILLARREAL on 26-03-2013 08:11:06 AM
Does anyone know if the agent greeting feature is supported in Finesse 9.1?

Subject: RE: New Message from ED VILLARREAL in Cisco Finesse - General Questions: Ag
Replied by: David Lender on 26-03-2013 08:50:43 AM
Agent greeting is NOT supported by Finesse 9.1

Subject: RE: New Message from ED VILLARREAL in Cisco Finesse - General Questions: Ag
Replied by: Theodore Phipps on 26-03-2013 09:32:54 AM

David Lender:

Agent greeting is NOT supported by Finesse 9.1

 
Finesse DOES support agent greeting with two caveats:
- CTI-OS has a button where the agent can enable/disable the greeting.  Finesse doesn't have this functionality
- CTI-OS has a button where the agent can press the button to record a new greeting.  This button is the dialed number of an IVR script.  Finesse doesn't have a dedicated button for this function.  Instead, the customer could create a phonebook entry in Finesse to record the greeting.  the agent would call the number and record the greeting.

[lohjintiam]

Hi,

Any change in supportability for Agent Greeting for Finesse v10?

Thanks!

-JT-

[dlender]

There was no change for agent greeting in Finesse 10.0. There are no agent controls for recording or enable/disable greeting

[Muhammad Fahad Raza]

To record an Agent Greeting, Finesse agents use the dial pad on their desktop to call a custom dialed number. The administrator must create this custom number and provide it to the agents

Use Agent Greeting with Your Finesse Desktop

Configure Custom Dialed Number for Finesse Agent Greeting Record

Finesse does not support the default Record Greeting button that ships with CTI OS. To record Agent Greetings with Finesse, create your own custom dialed number for recording. You may want to create different dialed numbers for different customers.

To record the greeting, your agents can enter the record dialed number using the dial pad on their desktops.

Use the following steps to create a custom dialed number for Finesse Agent Greeting Record:

1. Create a CTI Route Point in Unified CM and associate it with an Application User (PG User).
2. Create a Dialed Number in Unified ICM for the CTI Route Point created in Unified CM.
3. Create a Call Type for the Custom Dialed Number.
4. Associate the Call Type and Dialed Number with the Record Agent Greeting Script.
5. Create a Phonebook Entry in Finesse for the agent to dial the Custom Dialed Number

Regards,

Muhammad Fahad Raza