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The whispers feature varies slightly between VoiceXML and CCXML. If you are not sure which you are using, contact support. Whispers only work with calls, not other types of interactions. |
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- Automatic Call Distributor (ACD) or Universal Contact Distributor (UCD) applet. In the ACD, or UCD, applet, you set the default whisper. If you are using VoiceXML, you can choose to play the whisper to the just the agent, or to both the agent and the caller. If you are using CCXML you can only play the whisper to the agent.
Set Whisper applet. You can use the Set Whisper applet to override the default whisper. For example, if you have several interaction plans that route calls to the same ACD, use the Set Whisper applet to add a custom whisper for any or all of those individual interaction plans. You must set a default whisper in the target ACD for the Set Whisper applet to work.
Info If you are only using a default whisper in the ACD to enable the whisper in the Set Whisper applet, use an empty audio file (containing no sound) in the ACD.
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Create an Automatic Call Distributor (ACD) or Universal Contact Distributor (UCD) applet, or edit an existing ACD or UCD applet. For information on creating or editing an applet, see Creating an applet or Editing an applet. A new or existing ACD or UCD applet appears.
Depending on your account settings, you may have the option to select the audio file name from a Data Source. For information about using Data Sources, see Dynamic audio files.
Alongside Default Whisper Audio File in the Whisper Audio section, click Choose File.
An Open dialog box appears. Select the audio file you want to use for the default whisper. Click Delete to delete the existing default whisper. Click Play Existing to play the existing default whisper.
Insert excerpt _ExcerptWhisperOption _ExcerptWhisperOption nopanel true Configure the remaining sections of the applet as required. For information about the ACD or UCD applet, see Automatic Call Distributor (ACD) or Universal Contact Distributor (UCD) applet.
- Click Update. Your applet is saved. When a call is routed through this applet, the whisper is played to the agent or the agent and caller, unless the call has already been routed through a Set Whisper applet.
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Create a Set Whisper applet. For information on creating an applet, see Creating an applet. A new Set Whisper applet appears.
Alongside Whisper File in the Set Whisper section, click Choose File.
An Open dialog box appears. Select the audio file you want to use for the whisper.
In Next Applet, click the name of the applet that the call is routed to next. Click Update. Your new applet is saved. When a call is routed through this applet, the whisper is played to the agent. The configured ACD or UCD applet is not played.