Alcatel Unleashed

Dear all,

My question is how to configure a message in order to whisper the agent which type of call he is answering.
I would like the agent ONLY to be notified.
For example, when the agent anwsers the call he hears "Call for Telesales" whispered in his headset and then is able to say "Telesales Service how can I help?".

I know a beep can be used but is an announcement also possible ?

Thx for your help
Yann

The beep is for make him know a call is incoming. I believe what you need is an CTI, maybe CCAgent or more complex a Genesys. But if you only need that a CCAgent may be enought. I don't think you can program a personalized beep for a certain type of call

Hello Cavagnaro,

Thanks for your answer, I posted a request in Alcatel.
I would like to avoid using a CCA or a Genesys CTI as this is a temporary solution waiting for a final CTI solution.
Maybe we can find out another solution, the aim of this is to make the agent aware of the type of call he is answering in an auto-answering mode.
He doesn't have time to consult the display on the phone before this call is connected.
Thanks anyway for your help, I will post Alcatel's answer in any case.
Yann

You can let him know using beeps on the headset that a call is incoming. But not a specific beep for a call type. What you can do is modify the general tone for this kind of call (ACD) so make it more noiser or notorius.

regards

which tone is generated for the beeps?