Whisper function

[RGarcia87]

I guess this is what it's called. We want to setup our calls to tell the agent what type of call it is before they answer. Any idea how to do this?

 

[Phoneman2]

If you look on your vdn page you will see (VDN of Origin Annc. Extension:XXXX) XXXX = annoucment number. Make sure on the COR for that Agent login has it turned on ( Hear VDN of Origin Annc.? y) Only ok the vdn you want them to hear. Wisdom is Knowledge
that is Shared

Thanks All Phoneman2

 

[RGarcia87]

I added the announcement extension in the "VDN of Origin" field. I also modifed the COR for the VDN to "Hear VDN of Origin Announ.". It still doesnt work.

 

[G van Hamburg]

Attention all units:

This only works on external calls. You cannot test it with internal calls!!

You can't count the times I forgot this myself. Plan your work............Work your plan

 

[Subtech]

Did you record the announcement? If so you can hear it by dialing the extension number of the announcement. To record the announcement hit #1 on the phone you are using (this phone must have the attendant console COS of 0). After hitting #1 dial in the announcement number and then hit 1 again and record your announcement. It is best to use a 6400 type phone for recording so you have a drop button to hit to end the call, so there is no loud click made from hanging up.

Bob.E.Riker@wellsfargo.com

 

[RGarcia87]

I did record the announcement and I entered the announcement extension in the "VDN of Origin Annc. Extension:" field. Also, I entered the skill number under "1st skill".

 

[nknook]

When you dial the announcement extension by hand, do you hear it then? Also, like Brandaris mentioned, you have to test this by calling from an outside line to the VDN, not internal, and it will only be heard by the agent, not the caller.
You say you modified the COR for the VDN, but did you modify it also for the agent or station? Be aware that with EAS the logical agent COR is leading, not the station COR..

There are a lot of interactions with other features, like VDN override etc, consult your manual for details (or in plain English: RTFM! ), if you don't have it, take a look at

http://support.avaya.com

, the site will take a while to get used to, but there's a lot of info on it.

Cheers,
Nico

 

[RGarcia87]

I finally got it working. The problem was in the COR that the agent id was using. Thanks