Genesys Engage on-premises

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  • 1.  Agent Greeting

    Posted 10-27-2020 05:55
    Hi Team,

    Can anyone guide me how to configure Agent greeting(Whisper) in GAX? 

    Regards
    Ganesh
    #Routing(ACD/IVR)

    ------------------------------
    Ganesh S

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  • 2.  RE: Agent Greeting

    Posted 10-28-2020 08:41

    Hello Ganesh, In GAX, you must follow the path indicated in the image, within the Agentlogin you must create the Section "TServer" and configure the Agent Greeting there (path of the file, in my case "FolderMCP / audio name; repeat = 1", Example: "AgentGreeting / algonzalez; repeat = 1"). The audio you want to play must be found inside the installation folder of your client's MCP.

    Regards



    ------------------------------
    Jose Valdivia
    CrossNet S.A.
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  • 3.  RE: Agent Greeting

    Posted 10-28-2020 09:00
    Hi Jose,

    Thanks for your reply and information on agent greeting. We need to assign the greeting based on TFN in Inbound Strategy? How it could be done?

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    Ganesh S
    Infosys Limited
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  • 4.  RE: Agent Greeting
    Best Answer

    Posted 10-30-2020 09:36
    Ganesh:

    In our environment, we have made the assignment of the agent greeting and customer greeting (silent audio) according to the option that has been entered in the IVR, in this way the client does not hear a greeting, but the agent receives a notice why option entered
    the call and knows what greeting to give to the client.

    In the attached images you can see how to do it.




    Regards


    ------------------------------
    Jose Valdivia
    CrossNet S.A.
    ------------------------------



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