Cisco Cisco Computer Telephony Integration Option 9.0 User Guide
1-9
CTI OS Agent and Supervisor Desktop Guide for Cisco Unified Contact Center Enterprise
Release 8.5(1)
Chapter 1 Using the CTI Toolkit Agent and Supervisor Desktops
Processing Calls
4.
If you prefer to exit without recording a greeting, simply release the call.
How many different greetings you will use and need to record is determined by your call center. It may
vary depending on things like your skill group membership or the time of day or day of the week. Your
call center also determines how long your greeting can be. When you are recording, you receive
notification if you have reached the maximum recording time.
vary depending on things like your skill group membership or the time of day or day of the week. Your
call center also determines how long your greeting can be. When you are recording, you receive
notification if you have reached the maximum recording time.
How to Delete a Greeting
You cannot delete an agent greeting. However, you can record over previously recorded greetings. When
you record over a greeting, the new greeting will be used for the next customer call you take.
you record over a greeting, the new greeting will be used for the next customer call you take.
How to Review Your Greetings
If you simply want to listen to your current greeting(s), click the Agent Greeting Record button on your
desktop and select the greeting you want to listen to.
desktop and select the greeting you want to listen to.
Enabling or Disabling Greeting Play
Your CTI desktop tool bar includes a Greeting button that lets you turn the Agent Greeting feature off
and on. There are various reasons you might want to turn off your greeting. You might want to turn off
your greeting on a day when you have a cold and you are concerned that your voice does not sound like
your recorded message. Or you might want to turn off a greeting that was appropriate yesterday but isn't
today, until you have time to go Not Ready and record a new one. Turning off Agent Greeting will not
affect a greeting that is already playing to a caller.
and on. There are various reasons you might want to turn off your greeting. You might want to turn off
your greeting on a day when you have a cold and you are concerned that your voice does not sound like
your recorded message. Or you might want to turn off a greeting that was appropriate yesterday but isn't
today, until you have time to go Not Ready and record a new one. Turning off Agent Greeting will not
affect a greeting that is already playing to a caller.
Turning off Agent Greeting stops your greetings from playing until you manually turn it back on again,
or until the next time you log in to the desktop; Agent Greeting is always automatically turned on at
login.
or until the next time you log in to the desktop; Agent Greeting is always automatically turned on at
login.
To turn Agent Greeting off, with Greeting enabled, click the Greeting button. The button's icon changes
to
to
To turn Agent Greeting back on, click the button again. Its icon changes to
If Your Desktop Closes
If, while you are logged in, your agent or supervisor desktop software closes for any reason, when you
relaunch it your Agent Greeting state is set to Enabled.
relaunch it your Agent Greeting state is set to Enabled.
Call State During Whisper Announcement
Your call center’s Unified CCE installation may include the Whisper Announcement feature. Whisper
Announcement lets you hear a brief, pre-recorded message just before you connect with each caller. The
announcement is played only to you; the caller hears ringing while the announcement plays.
Announcement lets you hear a brief, pre-recorded message just before you connect with each caller. The
announcement is played only to you; the caller hears ringing while the announcement plays.