Adding An Agent Greeting Using A Button-Based Deskphone - Avaya one-X User Manual

Manual, VDN, ANI and Prompted Digits. Other than Manual, all types require that you also
select match criteria, such as when to invoke this greeting, or where to find the data to trigger
the greeting. You must also select additional data, such as a telephone number sequence or
string with which the system can match the display message to a specific greeting. This feature
is useful when you deal with different groups of customers and want a customer-specific
greeting to play based, for example, on the number the caller has dialed. For more information
about Greeting Types and their applicable match criteria, see
types on page 32.
Procedure
1. Ensure that the telephone displays the greeting whose type you want to change.
2. Use the Right Arrow on the Type line to cycle consecutively through the available
3. To change the match criterion for the greeting type, use the Right Arrow on the
4. If the telephone displays the String to Match label, you must indicate what string
5. Touch Done again, then touch Save on the Greetings Summary screen.
Adding an agent greeting using a button-based
deskphone
About this task
You can add up to six different greetings and set them to play automatically or manually when
you have an incoming call. The default greeting type Auto Answer with a Match Criterion of
All Calls means that this greeting plays automatically when you answer an incoming call. Other
types are Manual, VDN, ANI and Prompted Digits. Other than Manual, all types require that
you also select match criteria such as when to invoke this greeting, or where to find the data
to trigger the greeting. You must also select additional data such as a telephone number
sequence or string, with which the system can match the display message to a specific
greeting. This feature is useful when you deal with different groups of customers and want a
®
Avaya one-X Deskphone H.323 9608, 9611G, 9621G, and 9641G Call Center User Guide
Touch the Details icon on the right side of the Type line.
types or the Left Arrow to cycle back through the types. Notice that the Match
Criteria value below the type may change to correspond with the type currently
displayed.
Match Criterion line to cycle consecutively through the available criteria or the Left
Arrow to cycle back through the choices.
of digits the telephone should look for. Touch the String to Match line and use the
dialpad to enter the number sequence that should be matched for this greeting. For
example, if you serve two customers with the telephone numbers 732-42-111 and
732-842-2222, you can enter just the last four digits of those numbers as the strings
to match for their respective greetings. After entering the string, press Done to
return to the Type Selection screen.

Adding an agent greeting using a button-based deskphone

About call center greeting
February 2012 35