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Playing Agent Recorded Messages

The Agent ConsoleVirtual Contact Center's browser-based graphical user interface (GUI) used by Agents to manage customer interactions. allows you to record up to ten messages and play them during an inbound or outbound call. When you place an outbound call and reach voice-mail, you can choose to play a pre-recorded message such as a campaign message and hang up. The application plays the message and terminates the call. During an inbound call, you may choose to play a welcome message if you have direct agent access.

To play a recorded message during a phone interaction:

  1. When a call connects, Click Options > Play My Recording. Your list of pre-recorded messages is displayed.
  2. Figure 21: Agent Console,Voice Pre-Recordings page

  3. Select the recording you wish to play and click play. Your recorded message plays to the caller.

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