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Status Already exists
Categories RingCentral Contact Center
Created by Timothy Larsen
Created on Jan 28, 2022

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Need a whisper tone before each call to notify the agent of the skill it is coming in on.

This will allow the agent to greet the customer based on the line of business the the customer is calling in on.

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  • Jimmy Marks
    Reply
    |     Jul 13, 2023

    This would be a useful function for the MVP plans as well. My business is looking at having an IVR that asks callers which language they'd prefer. My bilingual agents on the phone should be able to hear which language to greet the caller in before they have to answer.

  • Kurt Hoskovec
    Reply
    |     Feb 3, 2022

    Sure! These links will walk you through the Studio changes needed to make changes to the RingCentral Contact Center voice prompts and use the prompt as a whisper. If this falls outside of the capabilities of your team, you can contact RingCentral Professional Services to set up a paid engagement.
    https://support.ringcentral.com/article/Studio-Record-Edit-Prompt-RingCentral-Contact-Center.html
    https://help.nice-incontact.com/content/studio/actions/whisper/whisper.htm?Highlight=whisper

    - Kurt

  • Timothy Larsen
    Reply
    |     Feb 3, 2022

    Hi Kurt. Can you please instruct me how to do this? I can't seem to find anything on it. Thanks!

  • Kurt Hoskovec
    Reply
    |     Feb 2, 2022

    RingCentral Contact Center does have the capability to add a recorded Whisper" to the agent at the beginning of the call. Have you tried using that functionality? - Kurt