Configuring pre-announcement messages

Agents who have Contact Center PhoneSet Manager or Contact Center Softphone can record introductions that are played to callers (for example, 'Hi. This is Paul Jones in Customer Support. Could you please tell me your customer site key?') The introduction that is played is based on the queue the call arrives on and the time of day it is received. The recorded introduction provides customers with a consistent greeting and gives the agent extra time to retrieve customer information. You can stop pre-announcement messages at any time.

You can configure more than one pre-announcement rule. For each rule, you specify the conditions in which the soft phone will play a particular pre-announcement message. If one or more conditions is satisfied for a particular rule, the soft phone will play the associated pre-announcement message. You can order the rules on the Pre-announcement rules table to establish their priority. Pre-announcement rules are evaluated in the order shown in the table. If one pre-announcement rule is satisfied, the associated sound file is played and no other rules are evaluated.

To use pre-announcement messages with Contact Center PhoneSet Manager, you must have a Mitel ACD desk phone (for example, 5212) and a PCTI adaptor. The PCTI adaptor enables the audio being played from the agent PC and the audio from the agent desk phone to be mixed.

To connect a PCTI adapter to your computer for use with Contact Center PhoneSet Manager
  1. Set the PCTI switch to Both.
  2. Set the PCTI switch to HeadSet.
  3. Plug the Mic/Audio cable of the headset into the appropriate Mic/Audio inputs on the PCTI adapter.
  4. Unplug the handset from the deskphone and plug it into the handset plug on the PCTI adapter.
  5. Plug the telephone input cable of the PCTI adapter into the telephone base.
  6. Plug the computer input of the PCTI adapter into the appropriate Mic/Speaker inputs on the PC.
    Note:

    Ensure the headset is turned on, on the deskphone base.

To configure a pre-announcement rule for Contact Center PhoneSet Manager
  1. Right-click the Phone toolbar and click Configure.
  2. Under This extension is a, select Desk phone.
  3. To use audio devices for pre-announcements, select Use audio devices for pre-announcements and specify the input and output audio device.
  4. Click the Pre-announcement tab.
  5. Click Add rule.

    The Add / Edit pre-announcement rule window opens.

  6. Select the conditions that determine when the pre-announcement message will play.
  7. Specify parameters for each condition.
  8. Select or record a wave file to play when the above conditions are met.
  9. Type a name for the pre-announcement rule.
  10. If you want to hear ringing on your desk phone, select Enable ringing sound in desk phone.
  11. Click OK.
To configure a pre-announcement rule for Contact Center Softphone
  1. Right-click the Phone toolbar and click Configure.
  2. Under This extension is a, select Soft phone.
  3. Click the Pre-announcement tab.
  4. Click Add rule.

    The Add / Edit pre-announcement rule window opens.

  5. Select the conditions that determine when the pre-announcement message will play.
  6. Specify parameters for each condition.
  7. Select or record a wave file to play when the above conditions are met.
  8. Type a name for the pre-announcement rule.
  9. Click OK.
To re-order pre-announcement rules
  1. Select a rule.
  2. Click the up or down arrow to change the priority of the rule.
  3. Click OK.
Note:

You can alternately configure whisper announcements using agent workflows in IVR. See the MiContact Center Business Installation and Administration Guide for more information.

Parent topic: Customizing the soft phone
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