Mobile identity for personal greeting phrase via IVR

The configuration under the Mobile login header in the User accounts window also applies to agents that will be using the personal greeting phrase in CallGuide IVR Gateway function.

In CallGuide IVR Gateway the agent can record his own greeting phrases. They can later be played to the calling customer. The agent records, activates, and listens to his greeting message by calling the contact centre’s IVR. The agent begins by identifying himself with the mobile identity and PIN code, if any, that you have specified in the User accounts window. The greeting message is then played when a call is connected, for all calls made from IVR to the agent, however not when the agent retrieves a parked call.

Decide how the greeting phrases shall be played

Before the personal greeting phrase in CallGuide IVR Gateway function can be used, you must decide in which way greeting phrases shall be played. Telia Company configures one of the following variants for your organisation:

By another system setting, made by Telia Company, it is ruled whether a general greeting phrase shall be used, or whether you shall be able to use different greeting phrases per task type.

 

Telia CallGuide version 10.1. New info since last release is highlighted. ©Telia Sverige AB