Contents

Personal Prompts

Use this section to configure the following properties.

Activate out of office message

Check this option to activate the Out of Office message. Agents should record their Out of Office message before they use this option for the first time.

Activate agent greeting

Select this check box to activate the Agent Greeting message. Agents should record their Agent Greeting Message before they use this option for the first time.

Record Out of Office Message

Use this button to record a message played to callers when the agent's status is set to one of the unavailable statuses (i.e. any status other than Available or Available, Forward or Available, No ACD). Also select the Activate out of office message option.

Record No Answer Message

Use this button to record a message played to callers when agents do not answer their calls.

Record Follow Me Message

Use this button to record a message to play to callers if agent status is set to Available, Follow Me.

When status is set to Available, Follow Me, the Follow Me message plays to callers while the CIC client consecutively calls the agent at a series of numbers that have been set up to find the agent and eventually connects the agent to the caller.

Record Name

Use this button to record agent name. This recording is played anytime someone calls the agent .

Record Agent Greeting

Use this button to record a message to play to callers before the agent answers an ACD call. This greeting, also known as a "smile", is intended for use by call center agents who are members of a workgroup and are receiving ACD calls. This feature is best used with the Auto Answer Calls (user/agent attribute set in Interaction Administrator). When used with Auto Answer Calls enabled, your Agent Greeting plays to the caller as the agent is being alerted. The length of the Agent Greeting is limited to 10 seconds, and therefore, is considered an introduction or "smile".

Note: Once recorded, the Agent Greeting will be played to all ACD callers alerting on the agent's queue. To disable this greeting, click Disable.

Record Available, Forward message

Use this button to record a message to play to callers when agent status is set to "Available, Forward."

Allow user to modify any of these values

Select this check box to allow users assigned to this template and the master administrator to change any of these settings.