Announcements to agent

[Simon Duffy]

Systems like Asterisk have whata feature called a "whisper" that is an audio file played to an agent before they take the call. This informs them about the type of call, where it is from, which company they are answering on the behalf of etc. I know that you can use a Line Identifier for numbers but in a busy call centre, the use of an audio message is immensely helpful to call agents. Even the Call Flow Designer doesn't seem to support this. I see that this is a feature that has been mentioned by other people and would be a valuable addition to the system. You can easily add audio files to other places so why not to the agent? Someone told me that it had possible been removed from a earlier version?

Thanks

Simon

 

[simonatkins]

Hi yes we have a drag and drop, box and line, Callflow product that can do this.
It used to be a standard feature on Call centres like Aspect/Avaya etc back in the day.

rgds
Simon

 

[VoIPTools]

The challenge is with queues. There is no way of knowing which agent is going to answer the call in advance of the agent answering the call. Some polling strategies, like ring all, present the call to multiple agents simultaneously. This means it is impossible, unless someone is way smarter than me, to present a message to the agent before they are connected to the call.

In V18 we could "whisper" or "barge" into the call AFTER the call was answered, but that is no longer possible with V20. However, there is no reason why we couldn't display a popup with additional information about the caller when the agent answers the phone.

 

[Simon Duffy]

Hi yes we have a drag and drop, box and line, Callflow product that can do this.
It used to be a standard feature on Call centres like Aspect/Avaya etc back in the day.

rgds
Simon

So is this like a plug in? Can I have more details please?

 

[Simon Duffy]

So is this like a plug in? Can I have more details please?

Will this work on Hosted systems?

 

[VoIPTools]

I would be very surprised if the solution offered by simonatkins works the way you are wanting with 3CX V20. I know the internals of 3CX very well, and it simply is no longer possible in V20. In V18 it was possible and we have commercial tools available for that precise purpose, but 3CX removed the ability for us to programmatically barge/whisper into a call, play a message, and then drop off the call. It is unfortunate since it killed 3 of our commercial products, but we can offer other approaches like performing a popup, and could even play audio through a headset/speakers if desired.

 

[Simon Duffy]

Hi Matthew,

Thanks for all that information, glad that someone mention that it was possible in V18. Seems like a feature that should be in V20. Trying to get it on the wish list isn't easy though. I've had a bit of a look at your solution but I don't think the extra costs would be available.

Thanks

Simon

 

[VoIPTools]

To be clear, we would need to build a custom solution for you, so you would not have the on-going cost of a subscription to our other tools.