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How to Use Pre-recorded Messages

Depending on your contact center practices and the services that you provide, you may be required to repeat the same information during each call, for example, a standard company greeting or a policy advisory. Such standard messages can be pre-recorded, and then played back to the customer during a call.

Some pre-recorded messages can be pre-configured by your system administrator with respect to various services provided by your contact center. In this case, when you handle a call associated with a specific service, messages pre-configured for this service will be made available for selection via Contact Info Panel.

Creating Messages

You can also define your personal pre-recorded messages and record them in your own voice. To create a personal message:

1. Prepare the text of your message.
2. Put your headset on.
3. Click Settings and select Pre-recorded Messages.
4. In the dialog window that appears, click the “+” button.
5. In the window that appears, specify the message Title (e.g., My regular voicemail message.)
6. Click the Start recording button . You will hear a single ringing tone, which indicates the beginning of the recording. The button appearance will change to show the ‘stop’ control .
7. Read your message into the microphone. When you are finished, click the Stop recording button .

Creating a personal pre-recorded message

To check your recorded message, click the playback button . If you are not satisfied with the way the message sounds, repeat the last two steps of the above process. Otherwise, click Ok to confirm.

You can designate one of your pre-recorded messages as a standard greeting that will be played to customers automatically as soon as you answer their calls, e.g., Welcome to ... My name is ... How can help you today?. (Note that you should only use such an automatic greeting if you actually use the same way of greeting your customers on ALL service calls that you handle.) To create such a greeting, when reviewing your message, select the play automatically on all service calls checkbox. When you click Ok to confirm, the message will appear marked as (default) in the message list.

You can review your messages at any time, change their titles, and re-record the content. To review and/or edit an existing pre-recorded message, go to Settings > Pre-recorded Messages, select the message you wish to edit and click the edit button .

Note: Instead of recording your personal messages via the Agent Desktop application, you can record them offline and store them as audio files. The process of configuring your greetings is the same, except the last two steps, where instead of recording controls you click the Upload button and select the desired audio file.

Playing Messages During a Call

If there are any pre-recorded messages defined either at the service level or for your personal use, a message selector will appear in the Contact Info Panel when you have a connected call.

Pre-recorded message playback

To play a message to the other party on the call:

1. Select the desired message from the drop-down menu. If you do not see the desired message in the drop-down menu, click more… A separate dialog window will appear listing all available messages in two groups: Canned Prompts from Service and Personal Pre-recorded Messages.
2. Click the playback button .
3. Playback of the selected message will begin. You will be able to hear the message being played. You can continue the conversation with the other party normally after the message playback ends.
4. If you wish to stop the message before the end of the playback, click the “■” button. You can continue the conversation with the other party normally after stopping the message.

You can also use the message playback function to leave a pre-recorded message on the called party’s answering machine. In this case, you can disconnect yourself from the call immediately after activating the message playback. To leave a pre-recorded message to the other party’s answering machine:

1. Select the desired message as described above, wait for the invitation to leave a message, and click the playback button .
2. Playback of the selected message will begin. Click End Call at any time to disconnect yourself from the call. Playback of the pre-recorded message to the called party’s answering machine will continue until the message ends and the call will then be disconnected automatically.< Previous | Next >