Greeting step parameters

You can assign these parameters to greeting steps. If the first step in a routing table is a Greeting step, it can detect fax calls and route them to the skillset mailbox for the routing table. For more information go to Fax Detection.

An Expected Wait Time greeting step is a type of Greeting step.

Forced Play

Enable Forced Play for a greeting that contains important information that you want callers to hear. If an agent becomes available while a caller is listening to a Forced greeting, the greeting is not interrupted. The caller must listen to the entire greeting.

If you do not enable Forced Play, when an agent becomes available the greeting is interrupted and the call goes to the available agent.

Limit the number of Forced greetings and keep Forced greetings as short as possible. Many long Forced greetings increase the transfer time of calls to agents and cause unpredictable increases in distribution times.

No Intelligent Caller Input Routing

While the greeting plays callers cannot press a dialpad button to transfer their call. Contact Center ignores buttons pressed on the dialpad. The greeting plays without interruption. This is the default setting. At the end of the greeting, the caller goes to the next routing step. If there is no next step, the call ends.

Intelligent Caller Input Routing, Basic

While the greeting plays callers can:

  • press 1 to transfer to the Automated Attendant

  • press 0 to transfer to the Operator

  • press 9 to leave a message in the skillset mailbox

  • press 2 to transfer to a CCR Tree

These are the default keypad buttons. You can change the keypad buttons.

Ensure that the Non-business hours greetings have Intelligent Call Input Routing, Basic enabled so that callers can direct how they transfer their calls.

Intelligent Caller Input Routing, Advanced

Intelligent Caller Input Routing, Advanced uses the Caller Input Rules you create to change the priority and route calls to other skillsets or locations based on caller multi-digit DTMF input.

Callers enter a sequence of DTMF digits such as a charge card number or passcode. The caller input is used to determine call treatment. Based on the caller input, the call can change in priority and/or be routed to:

  • the Auto Attendant

  • the Operator

  • the Skillset Mailbox

  • a CCR Tree

  • a mailbox

  • an extension

  • an external number

  • another skillset

 

Intelligent Caller Input Routing, Advanced parameters:

  • Retries is 0-5, default is 2. This is the number of times a Data Entry step repeats itself on a caller entry error.

  • Number of Caller Input Rule tables is equal to the number of available skillsets.