Chapter 4: Setting Up And Using Recorded Agent Greetings; About Agent Greetings - Avaya one-X User Manual

Chapter 4: Setting up and using recorded

About Agent Greetings

Agents can record their own greetings which can then be played back to callers. For example,
Thanks for calling Informaxx. My name is Sally. How can I help you?. Up to six greetings can
be set up, each ten seconds in length. Recorded greetings consist of a Label or a greeting
name, the recorded greeting itself, and an optional type.
The agent initiates Manual type greetings while VDN greeting types play automatically by
recognizing the number the caller has dialed and playing the corresponding greeting. This
feature is important when the agent handles incoming calls for different departments or
companies. When you set up a VDN greeting, you must specify the numbers that the system
must look for to play the correct VDN greeting. You can also specify where in the phone number
the system should look. The pattern of numbers the system looks for is called a "match string"
and the place to look is called a "match criterion."
For more information, see
see Adding an agent greeting using a touch-based deskphone
9641G or 9621G model or
page 35 if you 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 icon to
appear.
Note:
To create, edit, delete, or play a greeting on your telephone, provide the telephone 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
®
Avaya one-X Deskphone H.323 9608, 9611G, 9621G, and 9641G Call Center User Guide
agent greetings
About call center greeting types
Adding an agent greeting using a button-based deskphone
on page 32. To set up a greeting,
on page 33 if you have a
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