About Call Center Greeting Types - Avaya 9608 User Manual

Using the deskphone in a call center
For more information, see
Adding an agent greeting using a touch-based deskphone
9621G model or Adding an agent greeting using a button-based deskphone
have a 9608 or 9611G model.
Note:
Supervisors or administrators can prevent agents from setting up their own greetings. If you
cannot see a Greetings option on the Avaya menu of 9608 and 9611G or the Home screen of
9621G and 9641G, your administrator has denied you permission to establish and modify your
own greetings.
Important:
You cannot create, edit, or delete a greeting while you are in Available status, or when there
is any call in progress whether active, or held, regardless of your status as an agent. You
must change your status from Available to Aux or ACW for Agent Greetings option to
appear in the A-menu or Home screen.
Note:
To create, edit, delete, or play a greeting on your deskphone, provide the deskphone your agent
ID. If you have logged into the call center using the CTI login, and your agent ID is not displayed
in the center of the Top Line, then you can only modify the greetings. The greeting would not be
backed up after modifying the greeting label. In this situation, contact your administrator who
may have created a special Vu-display feature button that you should press at this point, to
populate the Agent ID at the top of the display.

About call center greeting types

When you add a greeting, a default type of Auto Answer is automatically assigned and will play that
greeting for all incoming calls. Other types of greeting may apply to your operation depending on
how the call center is set up and the number of customers are assigned to an agent. Your
supervisor will assist you in setting up your greetings or might set the greetings for you. Because
different greeting types have different match criteria options and associated text strings, use the
following chart to determine with your supervisor the type of greeting and associated information
best suited to each type of greeting you record.
Table 3: Greeting Types and Match Criteria
Greeting type
Manual
Auto answer
(default)
Using Avaya IP Deskphone 9608, 9608G, 9611G, 9621G, and 9641G H.323 in the Call Center
32
About call center greeting types
Description
Agent must select the Greetings softkey to play
the message for each incoming call.
The greeting plays automatically for an incoming
call or for any incoming call that does not fully
match the other options.
Comments? infodev@avaya.com
on page 32. To set up a greeting, see
on page 34 if you have a 9641G or
on page 36 if you
Match criteria options
None.
All calls: The default is to play for
all incoming calls.
June 2014