How do I configure the incoming call announcement?

Q: How do I configure the incoming call announcement?

A: On the web configuration console, you can configure the incoming call announcement for a skill queue in queue parameters.

Background

When a call comes in to an agent, the incoming call announcement is played to notify the agent of the new call.

If an agent logs in to the Agent Client system in PC+Phone mode, the incoming call announcement is played to the agent when a call is connected to the agent. The incoming call announcement is played no matter whether a call is placed by a customer, placed by another agent, or transferred from another agent.

If the called agent belongs to several language skill queues, for example, English and Spanish, the language information can be played in the incoming call announcement, prompting the agent to answer a call in a specific language.

Procedure

As described before, the agent ID announcement can be played to a customer after a call placed by the customer is answered by an agent. You can also configure the agent ID announcement to be played to the agent simultaneously. The following describes how to configure the agent ID announcement as the incoming call announcement.

   Step 1      Log in to the web configuration console as a VDN administrator.

   Step 2      In the left-hand navigation area, choose Web Configuration Console > VDN 1 Configuration > Skill > Skill Queue.

   Step 3      In the left-hand Call Skill Queue > Real-Time Call area on the Skill Queue page that is displayed, expand the Telephony Call node and choose a skill queue, for example, Skill: Agent Service, Service Type: Agent Service.

   Step 4      Click Configure Queue Parameter and set Agent Incoming Call Prompt, as shown in Figure 6-1.

Figure 6-1 Configuring the incoming call announcement

   Step 5      Click Submit.

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More Information

For more information, see section "Verifying the Announcements" in the IPCC V200R001C80 Product Documentation at:

http://support.huawei.com/hedex/hdx.do?docid=EDOC1000148382&id=cmsg_sptopic_prompt_00001