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Beginner

CVP Agent Greeting Time of Day

Hi All,

CVP 8.5 , ICM 8.5

Is it possible to play Agent greeting according to time of day using Agent Greeting feature in version 8.5. Like!

from 12:00 am till 11:59 am à "Good Morning this is AgentX how can I help you"

From 12:00 pm till 6:00pm à "Good Afternoon this is AgentX how can I help you"

From 6:00 pm till 11:59 à Good Evening this is AgentX how can I help you"

OR Agents have to use Generic recorded greeting with their names

Appreciate your feedback

Regards,

Atif Tanveer

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1 ACCEPTED SOLUTION

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Advocate

Re: CVP Agent Greeting Time of Day

It appears so. I have not played with this yet because I don't have a phone with a BIB. But ...

Look at the script on page 3-16 of the "Agent Greeting and Whisper Feature Guide for UCCE".

Call.AgentGreetingType could be used for any purpose - language, customer selection in a menu (Sales, Service), dialed number (sales number, service number) etc. So in the script shown on 3-16 you could set the Call.AgentGreetingType based on a time of day node. The recording script would have to correspond - press 1 to record the morning greeting, 2 for the afternoon greeting, 3 for the evening greeting.

Regards,

Geoff

View solution in original post

2 REPLIES 2
Highlighted
Advocate

Re: CVP Agent Greeting Time of Day

It appears so. I have not played with this yet because I don't have a phone with a BIB. But ...

Look at the script on page 3-16 of the "Agent Greeting and Whisper Feature Guide for UCCE".

Call.AgentGreetingType could be used for any purpose - language, customer selection in a menu (Sales, Service), dialed number (sales number, service number) etc. So in the script shown on 3-16 you could set the Call.AgentGreetingType based on a time of day node. The recording script would have to correspond - press 1 to record the morning greeting, 2 for the afternoon greeting, 3 for the evening greeting.

Regards,

Geoff

View solution in original post

Highlighted
Beginner

CVP Agent Greeting Time of Day

Hi Geoff,

Thanks for the response.

I believe what you said.  as per document It can be achieved through ICM scripting. I will try it once i get the chance

Appriciated

Thanks,

Atif

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