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Note

Whispers only work with calls, not other types of interactions.

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  1. 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.

  2. 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.

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    Whisper Audio (default)Image RemovedWhisper Audio (dynamic)Image Removed

  3. 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.

  4. 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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  1. Create a Set Whisper applet. For information on creating an applet, see Creating an applet. A new Set Whisper applet appears.

  2. 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.

    Set WhisperImage Removed

  3. 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.