Agent greeting settings

The Agent Greeting feature enables agents to record messages (as .wav files) that play automatically to callers when the agent answers an inbound ACD call. The greeting can provide a consistent experience for each caller and free the agent from having to repeat the same introductory phrase for every call.

Ignite allows the agents to record multiple agent greetings. These greetings can then be assigned to all queues as the default agent greeting or assigned to specific queues to allow for a more custom experience.

The agent greeting is a two-way playback, where both the call and the agent hear the recording.

To assign a default agent greeting

Click Options > Agent Greeting.
Under Greeting Management, select the agent greeting you wish to set as default.
Click Set as default greeting button next to the selected agent greeting.
Click Save to confirm your selection.

Note: All queues that do not have a specific agent greeting will be updated to show the newly selected default greeting, visible with the (Default Greeting) as part of the name.

To assign an agent greeting to a specific queue

Click Options > Agent Greeting.
Under Greeting Management, select the agent greeting you wish to assign.
Select the check boxes next to the queue(s) you wish to assign to.
Click Assign Greeting.

Note: All selected queues will be updated to show the new agent greeting. Unlike the default agent greetings, these will show the name of only the selected agent greeting.

To disable an agent greeting on a specific queue (not default greeting)

Click Options > Agent Greeting.
Select the check box on the queue(s) you wish to remove the agent greeting.
Click Clear Greeting button.

To disable a default agent greeting

Click Options > Agent Greeting.
Under Default Greeting, click the drop-down menu to disable the default agent greeting.

Note:

All queues that have an agent greeting labeled with (Default Greeting) will be cleared. These queues will not have an agent greeting when a call comes in.

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