How To Activate an Information Greeting in Genesys Cloud

Introduction

Our contact center platform provides us a way of playing an information greeting to callers prior to the main department greeting being played.  This information greeting is a way to provide timely information to callers that may solve their problem before entering the queue.

The process below provides a description of how to update the greeting.

Special Concepts

• You will need a headset to complete this process. To request one see the related article "How To Request an Audio Device."
• This process will be completed much more smoothly if you have pre-written the script that you want to use for the greeting.  It is recommended that you complete the script prior to recording the audio file.
• The process below was written for computers running Windows 10.
• Office of Information Technology must update the greeting on the system and will only be completed if submitted by a department supervisor with approval to change department greetings.

Steps

1. Plug in your USB headset to your computer if it is not already plugged in
2. From your computer launch Voice Recorder
3. Click the "Record" button
4. Read the script into the microphone
5. After recording the greeting, listen to it to verify that it is satisfactory.  If you need to re-record, go back to step 3
6. After you are satisfied with the recording, locate the audio file in file explorer (Note:  The sound recordings are usually located in "Documents\Sound recordings")
7. Enter a ticket with the sound recording as an attachment.Use the Contact Center New Request or Modification form to enter the request.
   • Include information such as:
     • When the message should be activated
     • When the message should be deactivated
8. If application of the message is urgent, please note that this is a work stoppage issue on the ticket.

Additional Information

For assistance with this process a ticket can be submitted to the Unified Communications group using the incident form:  https://indstate.teamdynamix.com/TDClient/Requests/ServiceDet?ID=20849