Configuring the Agent Answering Mode

Prerequisites

The skill queue to be configured is of the voice or video type.

Business Scenario

A tone needs to be played to a customer when an agent answers a call from the customer.

Procedure

1. Upload the customized voices before and after the employee ID.

   For details, see Managing Voice and Video Resources. Set Usage Scenario to before reporting employee ID or after reporting employee ID.

2. Contact the system administrator to review the uploaded voices before and after the employee ID.

   After the voices are approved, go to the next step.

3. Choose Configuration Center > Employee Center > Skill Queue, select a voice or video skill queue, and click Edit in the Operation column.
4. Click to expand Skill Parameter Configuration.
5. In the Skill AnswerMode area, set Answer Type to Report employee ID and customized voices.
6. Click the Voice Before Employee ID text box, select the approved voice before the employee ID, and click OK.
7. Click the Voice After Employee ID text box, select the approved voice after the employee ID, and click OK.
8. Click Save.
   

   When Answer Type is set to Report employee ID and customized voices, the total duration of the employee ID and voices before and after the employee ID cannot exceed 20 seconds. Otherwise, only the voice data of the first 20 seconds is played.