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Joined: Nov 2007
Posts: 10
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Member
Joined: Nov 2007
Posts: 10 |
Hi Everyone,
I've been asked by my manager to add a vocal message before agents takes the call so my customer would know that the call could be recorded.
As of now, customers calls the company, press 1 to be transfered to the technical services, and if 1 agent is available, the phone rings and no voice message could be listened.
I'm very confused... do I have to add in my mainmenu a submenu, instead of a transfert?
I'M using BCM50 R3 and found nothing in the callpilot manager.
Thank you very much for your help,
Eric
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Joined: Dec 2003
Posts: 2,086
Former Moderator-Nortel
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Former Moderator-Nortel
Joined: Dec 2003
Posts: 2,086 |
Just add it to your main greeting before it gets to the choices.
Thank you for calling ABC company. Your call may be recorded. Press 1 for Technical Services. Blah, Blah etc...
If CON is the opposite of PRO Then what is the opposite of Progress?
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Joined: Oct 2005
Posts: 4,685 Likes: 4
Member
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Member
Joined: Oct 2005
Posts: 4,685 Likes: 4 |
If you are using the call center application it is possible to play a message before the call ispresented to an agent, even if one is available.
Marv CCNA, CTUB TeleMarv Services (Retired) Providing telecommunication solutions in Ottawa Canada since 1990
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Joined: Nov 2007
Posts: 10
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Member
Joined: Nov 2007
Posts: 10 |
I'm using the call center application but can't find the place to play it. Is it in the "expected wait time table"? in the CLID /DNIS routing table? or in the call input rules? I've tried to create something in each of these menu, but there is no place to add a greeting. I've tried in the expected wait time table to play a greeting after 00:00:01 sec but it didn't work..
ÉRic
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Joined: Nov 2007
Posts: 10
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Member
Joined: Nov 2007
Posts: 10 |
sorry.. I misunderstood... i'm using the callpilot application, not the call center application. I logged on my BCM but no trace of a call center application.. maybe i have to buy it separately?
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Joined: Oct 2005
Posts: 4,685 Likes: 4
Member
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Member
Joined: Oct 2005
Posts: 4,685 Likes: 4 |
CC applicaion is with the call pilot. Do your agents have log in before they can receive calls?
Marv CCNA, CTUB TeleMarv Services (Retired) Providing telecommunication solutions in Ottawa Canada since 1990
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Joined: Nov 2007
Posts: 10
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Member
Joined: Nov 2007
Posts: 10 |
Yes, they have to log in.. But finaly, i got it. It's in the skillset setting, under the "Day" menu. I had to add a greeting with the forced command. Thank you for you help Eric
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