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Plays a sequence of pre-recorded or automated voice prompts to a caller, agent, or both while they are in conversation. |
Supported Script Types
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| Phone |
Properties
- Sequence
- This property is a list of pre-recorded or automated voice prompts, which are recorded using the Prompt Manager.
- Phrase
- The Phrase property is a description of the Sequence. The Phrase property is for documentation purposes only. What you type will not be recorded, but it can be helpful to read while you are recording it.
- Target
- This property is a drop down list to select Agent, Caller, or Both. This determines where the audio will be directed in a two party conversation:
- Agent - When Agent is selected, the agent will hear customer information.
- Caller - When Caller is selected for an inbound call (or it is linked using the LINK action), Caller represents the party that initiated the call. In a spawned script, the Caller represents the party that was called.
- Both - When Both is selected, information is whispered to both the agent and the caller.
Branches
- Default
- The Default branch condition will always be used.
Tips and Tricks
Both the WHISPER and REQAGENT actions play messages. However, depending on who you want to play the message to, and when you want to play it, there are distinctions between the WHISPER and REQAGENT actions.
The WHISPER Action:
- can be used to “whisper” a message to the agent, the caller, or both
- whispers a message after two callers have been connected and they are in conversation
- is completely transparent, meaning that the message will be heard only by the intended recipient selected in the Target property. But, the party can hear anything being said by the other party or background noise
- increases Handle time
The REQAGENT Action:
- plays a message to agents only
- plays a message at the start of a call/prior to linking
- plays a message to the agent while the caller is still on hold
- increase Queue time
Once two calls are connected, (typically an agent with an outbound/inbound calling party), the script cannot play any other audio. With the WHISPER action, audio can be played without disrupting a conversation.
