Hi Erwin,
I am curious. Why do you not use Attendant?
Also, unless I'm mistaken, the whisper tone is primarily used with "Auto Answer". The idea is to play a tone to the agent to advise them of the new call. I have not tested it without Auto Answer.
Thanks!
------------------------------
Paul Simpson
Senior Technical Instructor
------------------------------
Original Message:
Sent: 04-10-2019 06:07
From: Erwin Chu
Subject: Give the agent a voice when the agent picks up the customer's call
Hi Vineet,
First of all, we don't use attendant. Secondly, we must play a voice to the agent after the agent picks up the phone.
------------------------------
Erwin Chu
Dimension Data (Shanghai) Ltd.
Original Message:
Sent: 04-10-2019 05:50
From: Vineet Kakroo
Subject: Give the agent a voice when the agent picks up the customer's call
Hi Erwin,
You can use the attribute Eic_CustomWhisperFile in attendant and assign the .wav file you want to play to the agent. The attribute is to be set just before the call is transferred to the workgroup.
Hope this helps.
Regards
------------------------------
Vineet Kakroo
FIL Investment Management Ltd
Original Message:
Sent: 04-10-2019 04:45
From: Erwin Chu
Subject: Give the agent a voice when the agent picks up the customer's call
Have a nice day everyone!
I have a question now and I don't know how to implement it. I hope you can help me.
When a customer's call is assigned to an agent via ACD and the agent picks up, how to play a voice to the agent while not letting the customer hear it?
#Handlers
------------------------------
Erwin Chu
------------------------------