Managing agents' project greetings

Limited release: This article refers to updates for Omni from release 10.30 onwards. Admins using release 25.x will not see any change to their interface. You can check the version number you are using in the URL. For example, this admin is using version 25.21 and would not see the changes described in this article.

Managing agents' project greetings

Agents have the ability to record or upload greetings that will be played to a caller when the call is accepted by an agent. These greetings are unique to the agent and the project in question. As an Admin you will likely need to review and occasionally remove a greeting the agent has recorded for a project.

Reviewing an agent's greetings

In your Admin account:

1. Go to the Inbound page.
2. Go to the Agent specific greetings subpage.
3. Optionally, you can filter the results by clicking the drop-down lists for Office or Project. You can also Search for an agent or project.

To see the greetings an agent has set up:

4. Click the arrow to the left of the agent's name.

In this example, the agent has created two greetings. 

• The "leaddesk support" greeting will be used for the the project "rob omni project"
• The "Hello hello" greeting will be used for the "Rob demo 2" project. This is also the default greeting, so will be used for other projects where no greeting has been specified.

To listen to an agent's greeting:

5. Click the Play link for that greeting.

Editing an agent's greetings

You can change the project a greeting is associated with for an agent. To do so, in the Agent specific greetings page:

1. Click the pen icon to the right of the agent's name.

2. For the greeting you wish to change to a different project, click the Project drop-down list and select the new project.
3. Click the Save button.

Note that while you can change the project a greeting is associated with, only the agent can select which greeting is used as the default.

Unlinking an agent's greeting

You cannot delete any of the agent's greetings, but if you find a greeting that you do not want the agent to use for any projects, you can unlink it. To do so, in the Agent specific greetings page:

1. Click the trash icon to the right of the greeting.

2. To confirm, click the Unlink button.

The greeting will now show that it is not linked to any projects.