Using whispers

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

A whisper is a short message played to the agent, or both the agent and the caller, before the call is connected. You can set whispers in the following applets:

  • Automatic Call Distributor (ACD) or Universal Contact Distributor (UCD) applet. In the ACD, or UCD, applet, you set the default whisper.
  • 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.

    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.

To set up a default whisper, perform the following steps:

  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.

    In Whisper Option:
    • Click Off to not play the whisper file.
    • Click Agent Only to play the whisper file to the agent only.

    Whisper Option applies to all whispers—those in both the ACD and any Set Whisper applets in the call plan.

  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.

To override the default whisper, perform the following steps:

  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.

  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.