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We have engaged our Aspect Support Vendor who informed us that Auto Agent Greeting in 9.2 Provides automatic agent greeting on incoming calls handled by agents. It is a SYSTEM WIDE SET IN TECH APPLET – REQUIRES REBOOT. See their further notes below:
"We don’t have customer documentation on the feature yet, but the working is quite simple.
When it is turned on, if an agent has a personal; greeting recorded (through the voice mail interface), it will play when the agent receives a trunk call (won’t play on inside or #8CCT transfer calls) after the call type announcement plays.
The greeting will be heard by both the caller and the agent at the same time.
If there is no greeting recorded, then the call will still be delivered with just the call type announcement.
Callers to agent voice mail will no longer hear personal voice mail greeting, but only a system greeting and the agent name, if it is recorded.
Future versions of this feature will separate it from the voice mail personal greeting so that both can be used, and will add the ability to have multiple greetings for each agent (details to be decided regarding number of greetings and how the different greetings will be triggered, but will more then likely be a CCT step or application setting for any but a “default” greeting, although there may also be a time of day trigger).
Also, to be able to use it, it will have to turned on in tech applet and of course, as reboot is required."
