Play the agent name or code to the customer before connecting the call
How it works
This feature uses an AGI script executed inside the queue application in order to do some operation before the caller is connected to the agent.
In this example, we use the AGI script to play the name or the code of the agent to the caller.
Download the AGI script
Open an SSH console to the XCALLY Shuttle server and perform the following commands:
Once the file operator.sh has been downloaded, set the proper permissions
The agent introduction
The first required file is the agent_intro.wav
In this file you need to record the agent introduction message (e.g. "You are now connected to the agent..." )
The file must be recorded in wav format ** and placed in the operator folder with permissions 777
Play the agent name or code
The feature is able to work in two different ways:
- play the agent code: the agent's code (numeric) must be written inside a text file called agentusername.txt (e.g. john.doe.txt) and placed into the operator folder with permission 777
- play the agent name: the agent name must be recorded in a wav file **, called agentusername.wav (e.g. john.doe.wav) and placed into the operator folder with permission 777
The AGI script will search for the text file and if it is missing, will search for the wav file.
Please note that if the text file is found, the playback of the name will be skipped.
The wav files must be recorder with the following settings:
Sample rate: 8KHz
Audio channels: mono
File extension: wav
Configure the queue application
Once you install the script and placed your wav or txt files into the operator folder, you just need to set the queue application.
If you use the queue application inside an IVR project, edit the QUEUE block and insert the path of the AGI script as follow:
If you use the queue application in a dial-plan
Now you are ready to introduce your agents!