Add and Edit Greetings in the Contact Center
- Last updated on November 3, 2022 at 10:02 PM
To add or edit greetings, access the Contact Center main screen, then select the Administration icon from the left side menu.
- Select Phone Configuration, then navigate to the Greetings/Main Menus option.
- You can Create, Edit, and Delete a Greeting or Configure an Emergency Message from the options at the top of the screen.
To add a New greeting
- Navigate to Phone Configuration > Greetings/Main Menus, then select the New Greeting and Main Menu+ button from the top of the window.
- After selecting the New Greeting and Main Menu+, a new tab will appear with options enabling you to set up the greeting fields and an option to create a new Main Menu or use an existing one. Review the Edit a Greeting section for details on the available greeting fields.
- To assign the Greeting to Auto Attendant, after completing the fields under the Greeting options, select the Main Menu link to select an auto attendant or create a new one to use with the new greeting.
- Select SAVE at the top of the page to complete the greeting and menu options.
To edit an existing greeting
- Locate the greeting to edit, then select the pencil icon to open the edit window.
- A new tab will open with fields you can edit. First, ensure the Greeting is selected, then update the available fields as needed.
- The screenshot below shows the different fields you can edit for a greeting using Text To Speech.
| Field | Description |
|---|---|
| Name | Name of the saved greeting. |
| Description | Enables adding a description to a greeting |
| Greeting / Menu Type | Provides an option to select TTS or upload a wave file for greeting messages. |
| Language | Select the language used by the Text To Speach engine to read back the greeting. |
| Greeting Text | Enter the greeting text you would like callers to hear. |
| Closed Behavior Options | Enables you to play a closed message, send callers to an alternate menu, or transfer the call to an external destination. |
| Play Closed Message | Plays the closed message text provided in the message field. |
| Run Alternate Menu | Enables you to route callers to an alternate auto attendant with different menu options. |
| Transfer External | Enables you to set a transfer destination and control the caller ID passed to the destination. |
| Business Hours Profile | Enables you to set the business hours for the auto attendant by selecting from predefined schedules or a custom schedule you’ve created. |
| Timezone | Sets the desired timezone |
| Enable Extension Dial | Placing a check in this field will enable callers to dial an extension from any greeting or menu. Verbiage should be added to the greeting text and menu text fields when this field is enabled. |
| Use 9 for Repeat | Placing a check in this field will enable callers to press 9 to repeat the menu. |
Remove an Existing Greeting
Locate the greeting to remove, then place a check in the empty box to the left of the menu name and select the DELETE SELECTED button.
