CM 6.0 Auto Answer and Whisper Announcement

[wontwork]

Hi,

I am trying to set up our agents so that ACD calls are Auto Answered and then played a greeting before the call is delivered (whisper announcements).

I have added my announcement into the VDN under 'VDN of original Announcement' and made sure that the announcement is recorded and plays when dialed.
I have also set up my COR on my station and agents to hear VDN of origin Announcement and set my Station form to auto answer.

When I take the next ACD call I am auto answered but the announcement does not play, If I disable Auto Answer and make another ACD call I am not auto answered but when I manually answer the call I get the whisper announcement!!

Am I missing something?

Does Auto Answer need to be set on both Station form and Agent form or just one?

Does my station and agent COR both need the relevant setting to play whisper announcement or just one?

Any help appreciated

Thanks

 

[Stinney]

Don't think it's the issue as you say the call is getting through (without the whisper) but:

If auto answer is set on agent login as ACD or ALL, then the station doesn't need to be set.

If auto-answer is set on agent login as station, then the station's auto answer setting needs to be set.



- Stinney

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