This article refers to functionality available in release 25.x
Recording project greetings
Omni is able to play a recording of a greeting at the start of each incoming call. These greetings can be defined and recorded for each agent, and for each different project the agent serves.
This article describes how agents can record and edit greetings for this purpose.
Working with greetings
If you have created greetings for projects, when you are offered and accept a call:
- The greeting will be played to the caller. While the greeting is played, the caller cannot hear the agent, only the recording.
View existing greetings
To review and manage your greetings, in your agent account:
- Click the Settings page from the left-hand toolbar.
- Click the Project greetings tab.
In this case, the agent has one greeting called Hello hello. This is associated with one project, but is also set as the Default, so would play for other projects also.
Creating a new greeting
To record a new greeting, in the Project greetings tab:
In the Record greeting dialog, you have two ways to create a new greeting, either by recording the greeting in the application, or by uploading a recording you created earlier. |
Important note
The greeting is played from start to end before the caller is connected to the agent.
This means that if the greeting has a few seconds of silence at the end of the recording, the caller will hear this silence before they can speak to the agent. This can cause some confusion as the caller will likely start speaking before the agent can hear them.
As such, you might consider recording the greeting outside of Omni, so that it can be edited to remove any unnecessary silence before uploading it.
Recording a greeting
To create a new creating by recording it in Omni, in the Record greeting dialog:
As noted, the recording must be less than 20 seconds long. You can listen to the greeting to check the recording by clicking the Play button. | |
If you are not happy with the greeting, click the Start new recording button again to record a new take. Once you are happy with the greeting:
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Uploading a greeting
To create a new creating by recording it in Omni, in the Record greeting dialog:
- Click the Upload button.
- Find the file you wish to upload. This may be an mp3 or WAV file.
- Select the file and click the Open button.
- The file name will be automatically inserted as the greeting Name.
- Click the Project drop-down list and select the project that will use the greeting.
- Click the Save button.
Managing greetings
If you have greetings recorded you may need yo update or delete them later. This can be done from the Settings page in the Project greetings tab.
Setting a default
In some cases, you may need a different greeting for every project you work on. In others, it may be that the same greeting works for several of the projects you work on. You may choose one of the greetings as the default, to be used by all projects unless otherwise specified.
- For the greeting you want to select as default, click the Default column.
Editing a greeting
You can change the name of a recording and the project it is associated with. To do so:
- Click the pen icon
to the right of the greeting you wish to edit.
- You can edit the Name or click the Project drop-down list to select a different project.
- Click the Save button when done.
Note that this does not let you update the file you used for the recording. If you want to change the file you uploaded, you will need to delete the greeting and create a new one.
Deleting a greeting
To delete a greeting from the list:
- Click the delete icon
to the right of the greeting you wish to delete.
- When prompted to confirm, click the Delete button.
Admins and greetings
Admins are also able to review agents' greetings, and if necessary edit their names and project association.