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Recording Agent Messages

The Agent ConsoleVirtual Contact Center's browser-based graphical user interface (GUI) used by Agents to manage customer interactions. allows you to record messages and play them during an inbound or outbound call to callers. When you place an outbound call and reach voice-mail, you can choose to play a pre-recorded message and hang up. If you have direct agent access, you can record a personal voicemail greeting to be played to callers.

Prerequisite: To record a message from your phone, your phone must be entered in your profile.

To record a message:

  1. Select My Recording option from the Control Panel menu. The Agent Console displays the Voice Pre-Recordings panel.

    Figure 13: Agent Console, Voice Pre-Recordings page

  2. Click New Recording link.
  3. Enter the following information:

  4. Select Enabledto play this message during a call.
  5. Click Record a Message. A dialog box appears indicating the following steps to record a voice message:
    1. Click Call Your Phone. Your phone rings. When you answer the call, you are prompted to record your message after the beep.
    2. Click Record and say your message.
    3. Click Stop Recording to end the recording. The recorded message is played to you. If you are not satisfied with the recording, you can re-record the message by clicking Record or by pressing 1 on your phone key pad.
    4. Hang up the phone and click Close to close the pop-up dialog box.

      Figure 14: Voice Pre-Recordings - Dialog box

  6. Click Save.

    Figure 15: List of voice recordings

    Note: You can play the message and re-record by clicking Re-record a Message in the edit mode.


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