sundance-communications.com/forum Forums TDM Business Telephone Systems Nortel Telephones & Systems CONTACT CENTER - Adding vocal message before agent takes the phone

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

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 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.

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

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?

CC applicaion is with the call pilot. Do your agents have log in before they can receive calls?

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