Add ACD greetings

When you have the ACD greetings programming privilege, you can set up greetings for incoming callers. For ACD Greetings, you must specify a site, a name for the greeting, and then upload or record the greeting. The greeting then becomes available when you set the Audio settings in ACD Paths. ACD greeting settings:

  • Site: The destination where the RAD message will be uploaded. The audio file will be uploaded to both MCDs in the site.

  • Name: A meaningful label for the greeting. The maximum number of characters allowed for the name is 20.

  • Greeting Message: The message. You can either upload or record the greeting.

To add an ACD greeting:

  1. Click ACD → Greetings → Add New.

  2. Select a site for the greeting. If there are more sites on the same system, you can display them by hovering over the information icon.

  3. Enter a name for the greeting.

  4. Click Upload to upload the greeting or Record to record a new greeting. When you select Record, you'll see instructions for recording the greeting. Instead of XXX, you will see the greeting number that you must enter.

    When creating a Recorded Greeting, if you select a site with a resilient controller, you will not be able to record a greeting using the keys on your telephone.

  5. Click Save.

The greeting is now available for use in ACD paths.

To edit an ACD greeting:

  1. Click ACD → Greetings.

  2. Select the greeting.

  3. Change the name of the greeting or upload or record a new message.

    Note

    You cannot change the site where the greeting is played.

  4. Click Save.

To delete an ACD greeting:

  1. Click ACD → Greetings.

  2. Click the check box next to the greeting you want to delete.

  3. Click Delete.