Adding or changing a Greeting step

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

  1. Click the Insert or the Modify link.

    The Routing Step page appears.

  2. 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.

  3. If you want the caller to listen to the entire message before they transfer to an agent, select the Forced Play check box.

  4. At the Intelligent Caller Input Routing option, select how you want callers to be able to transfer their calls:

  5. Click the Submit button.

    The Greeting step appears in the Routing Table list.

  6. Click the Close button to return to the Skillset list.