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  • 1.  Give the agent a voice when the agent picks up the customer's call

    Posted 04-10-2019 04:45
    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

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    Erwin Chu

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  • 2.  RE: Give the agent a voice when the agent picks up the customer's call

    Posted 04-10-2019 05:50
    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

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    Vineet Kakroo
    FIL Investment Management Ltd
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  • 3.  RE: Give the agent a voice when the agent picks up the customer's call

    Posted 04-10-2019 06:07
    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.

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    Erwin Chu
    Dimension Data (Shanghai) Ltd.
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  • 4.  RE: Give the agent a voice when the agent picks up the customer's call

    Posted 04-10-2019 06:18
    Hi Erwin,

    I guess you are using custom handlers and if so, you can set this attribute in the handler to the wav file you want to play just before allocating the call to the agent.

    Regards

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    Vineet Kakroo
    FIL Investment Management Ltd
    ------------------------------



  • 5.  RE: Give the agent a voice when the agent picks up the customer's call

    Posted 04-10-2019 21:50
      |   view attached
    Hi Vineet,

    As shown in the screenshot, a voice can be played to the agent only when the agent answer the phone.

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    Erwin Chu
    Dimension Data (Shanghai) Ltd.
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  • 6.  RE: Give the agent a voice when the agent picks up the customer's call

    Posted 04-11-2019 03:03
    Hi Erwin,

    WIthin the Alert tool-set you have shown, you can use the Whisper File Name parameter to specify the wav file that you want the agent to listen-to when they pick the phone before the agent and customer can start talking to each other.

    Hope this helps.

    Regards

    ------------------------------
    Vineet Kakroo
    FIL Investment Management Ltd
    ------------------------------



  • 7.  RE: Give the agent a voice when the agent picks up the customer's call

    Posted 04-10-2019 12:29
    Edited by Paul Simpson 04-10-2019 12:29
    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!

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    Paul Simpson
    Senior Technical Instructor
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  • 8.  RE: Give the agent a voice when the agent picks up the customer's call

    Posted 04-10-2019 22:04
    Hi Paul,

    In fact, the project here does not use attendant, It was like this before I came.

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    Erwin Chu
    Dimension Data (Shanghai) Ltd.
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