Show Posts
1
Mitel Software Applications / Whisper Announcement
« on: February 13, 2018, 11:01:24 AM »
Good afternoon,
I just wondered if anyone on here has a Mitel CCM platform running on version 8.1.3.0 that is using the Agent Workflow to deliver whisper announcements to agents on delivery of the call onto their devices?
We have a cluster of 3300 MXe's & 3300 VM's running MCD 7.2 SP1 & MiContactCentre 8.1.3.0. Within our Contact centre, we have agent workflows configured that provides the agent with a 'whisper announcement' this being a voice identifier within the agents headset of queue name of the call they are being presented with identified from the DNIS. The way this SHOULD work is the agents 5330 will ring (with Auto Answer & headset enabled), this will ring in the headset once, answer, then play the whisper announcement to the agent of the line the caller has come in on while the caller hears music, then connect the call to the agent & presto, but this stopped working, and instead of playing the announcement to the agent, it just puts the call straight through with just half a ring in the headset as a indication as a call is coming, this is something our agents have raised isn't good enough & they need to know the route the caller as taken, etc.
At the moment our current contact centre solution plays the whisper before placing the call to the agent so the agent has a couple of seconds to know which line the call is incoming on and answer appropriately, is this a feature that is possible with Mitel CCM?
Hope the above makes sense, I've had a lot of coffee drinking over this one
Many Thanks
Steve
I just wondered if anyone on here has a Mitel CCM platform running on version 8.1.3.0 that is using the Agent Workflow to deliver whisper announcements to agents on delivery of the call onto their devices?
We have a cluster of 3300 MXe's & 3300 VM's running MCD 7.2 SP1 & MiContactCentre 8.1.3.0. Within our Contact centre, we have agent workflows configured that provides the agent with a 'whisper announcement' this being a voice identifier within the agents headset of queue name of the call they are being presented with identified from the DNIS. The way this SHOULD work is the agents 5330 will ring (with Auto Answer & headset enabled), this will ring in the headset once, answer, then play the whisper announcement to the agent of the line the caller has come in on while the caller hears music, then connect the call to the agent & presto, but this stopped working, and instead of playing the announcement to the agent, it just puts the call straight through with just half a ring in the headset as a indication as a call is coming, this is something our agents have raised isn't good enough & they need to know the route the caller as taken, etc.
At the moment our current contact centre solution plays the whisper before placing the call to the agent so the agent has a couple of seconds to know which line the call is incoming on and answer appropriately, is this a feature that is possible with Mitel CCM?
Hope the above makes sense, I've had a lot of coffee drinking over this one
Many Thanks
Steve