A Greeting step plays a message to callers waiting in a skillset. You assign greeting parameters to each greeting. After the greeting plays, the call goes to the next routing step. If there is no next step, the call ends.
You can set up the Greeting step to detect fax calls.
To add or change a greeting step
Click the Insert or the Modify link.
The Routing Step page appears.
At the Step Type option, from the Greeting list enter the greeting number you want to use
or
if you want to use Expected Wait Time greetings, select EWT Greeting Table and from the list select the EWT Table you want to use. If you have entered a greeting caption for the greeting or the EWT Greeting Table, the caption name appears.
If you want the caller to listen to the entire message before they transfer to an agent, select the Forced Play check box.
At the Intelligent Caller Input Routing option, select how you want callers to be able to transfer their calls:
Select None if you do not want callers to be able to transfer their calls.
Select Basic if you want callers to be able to transfer to the Auto Attendant, operator, skillset mailbox or a CCR Tree. Select the transfers available to callers:
Select the Auto Attendant check box if you want callers to be able to transfer to the Auto Attendant and select a Greeting Table to transfer the call to, or select None to transfer the call to the default Auto Attendant prompt. By default callers press 1 to transfer to the Auto Attendant. You can assign a different dialpad button by selecting a number from the list box.
Select the Operator check box if you want callers to be able to transfer to the Operator. By default callers press 0 to transfer to the Operator. You can assign a different dialpad button by selecting a number from the list box.
Select the Skillset Mailbox check box if you want callers to be able to transfer to the skillset mailbox. By default callers press 9 to transfer to the skillset mailbox. You can assign a different dialpad button by selecting a number from the list box.
Select the CCR check box if you want callers to be able to transfer to a CCR Tree. By default callers press 2 to transfer to a CCR Tree. You can assign a different dialpad button by selecting a number from the list box. Select a CCR Tree number from the list box. A CCR Tree must be set up before you can let callers transfer to it.
Select Advanced if you want callers to be able to enter multiple digits such as a passcode or a credit card number. Select the Advanced parameters:
From the Retries list box select the a number between 0 and 5. The default is 2. This is the number of times a Data Entry step repeats itself on a caller entry error.
From the Caller Input Rules Table list box select a number from the list box. This is the rules table used for processing this route step. You must have created rules in the Caller Input Rules Table.
Click the Submit button.
The Greeting step appears in the Routing Table list.
Click the Close button to return to the Skillset list.