CRA 3.1 ICD , Agent Prompt

[rfateh]

Hi

i have CallCenter with 40 Agents ,

what i,m looking after is When A call comes to ipss and ICD script wants to connect it to an Agent i want A prompt Plays the agent name or Agent code

Can any one help me ?

regards

[yogeswar]

Hi,

Do you want to play the prompt file to the caller?

Record agent greetings and save it as .wav.

In the ICD Script, do the following

1. Set the connect field to NO in Select Resource Step.

2. In the Selected Branch, concatenate the Resource ID Field variable (from Select Resource Step, this gives the selected resource Id ) with .wav put the result in a string variable (Ex. GreetingPrompt = ResourceId + ".wav").

3. Play the string variable GreetingPrompt using Play Prompt Step.

4. Connect the caller to agent using Connect Step.

Hope this helps.

Regards

Yogi

[tedbp]

Yogi,

Is there a way to have the caller AND the agent hear the prompt?

Regards,

Ted