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  • 1.  Agent Greeting - Inbound vs Outbound

    Posted yesterday

    Hi there,

    My leadership team would prefer if our agents utilized only inbound greetings, and not outbound. Is there a way to disable outbound greetings while keeping inbounds active? Thank you for any insight! 


    #Outbound
    #Telephony
    #Unsure/Other

    ------------------------------
    Jacqueline Turner
    Workflow Coordinator
    NYCM Insurance
    ------------------------------


  • 2.  RE: Agent Greeting - Inbound vs Outbound

    Posted yesterday

    Good Day Jacqueline

    I am not sure if there is a way to disable or remove the option for outbound agent greeting.

    You can however only upload or recording an "inbound" recording under the agent greeting which will only play on inbound calls for the specific queue.  I tested it on my side where I had the audio loaded for outbound but not for inbound.  When making an outbound call I could hear the agent greeting, on inbound I did not hear the recording.

    Hope this answers your question.

    Regards

    Stephan



    ------------------------------
    Stephan Taljaard
    EMBEDIT s.r.o
    ------------------------------

    Original Message


  • 3.  RE: Agent Greeting - Inbound vs Outbound
    Best Answer

    Posted yesterday

    Some additional info regarding the feature https://genesyscloud.ideas.aha.io/ideas/INB-I-986

    https://help.mypurecloud.com/announcements/agent-greetings-for-acd-voice-calls/#:~:text=In%20a%20future%20release%2C%20Genesys,with%20support%20for%20multiple%20languages.



    ------------------------------
    Stephan Taljaard
    EMBEDIT s.r.o
    ------------------------------

    Original Message


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