Agent Based Campagin with a welcome message

[Omran Al-Hussamieh]

Hello Dears,

I'd like to set up an agent-based campaign that plays a message to the customers when they answer the call, before routing them to the agent.

I'm using UCCE 12.6.2 2K deployment.

Is that possible?

[bill.king1]

You can do this by creating an IVR based campaign, play the message, and then queue the call to the agents. You can make it somewhat agent-based like by having the agent availability of the agents determine the admin variables settings, so that you don't make outbound calls when your agents already have a bunch of other calls in queue.

[david.macias]

The other option is to create a gadget that conferences in the IVR to play a message and then disconnects. This will add to your handle time, but is something I've done in the past.

david

[PTS]

Hi Omran,
Please check below solution post to see if it fulfills your requirement

https://community.cisco.com/t5/collaboration-knowledge-base/agent-greeting-amp-recording-announcement-for-cisco-cucm-uccx/ta-p/4121818