Prompt Management
Prompts are messages that customers hear and receive in various situations. They are an essential part of the system since they, for example, inform the customer about the position in a queue and about the service times. To see information on how the prompt language is defined, see Playing Prompts in Different Languages.
There are audio, chat and e-mail prompts for voice, chat and e-mail channels, respectively. During installation, the built-in prompts are added to system. These prompts have a limited amount of fields that you can edit.
For information about how to take prompts into use, see Creating Schedules.
To customize your service, you can create new prompts. Chat and e-mail prompts are made in one step but for new audio prompts, you must first bring the audio files into the system as Prompt Files.
To display all prompts, or a limited selection of prompts in a system, make a search. The table shows all or some of the following columns, depending on your selection:
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ID: An internal guid.
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Name: Name of the prompt. In custom prompts, the names are free text, the built-in prompts start with the file name and the purpose follows, for example On Hold (Built-In Default Prompt).
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Type: Type describes the prompt’s use in the system, see the table Prompt Types below.
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Media Type: Tells in which media the prompt can be used of Audio, Chat, and E-Mail.
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Source Type: Shows if the prompt is custom or built-in and how is it used, see the table Source Types below.
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ExternalID: An ID that you can enter to identify the prompt
You can use ExternalId, for example, to identify the prompt when importing the same configuration to several systems.
Built-In Types |
Description |
Included in Installation |
---|---|---|
Default for Queue Calls |
Built-in prompt that is played by default for queues. |
Yes |
Default for Direct Calls |
Built-in prompt that is played by default for users. |
Yes |
Optional Built-In |
Built-in prompt that is played only if there is an appropriate schedule or IVR. |
Yes |
Custom |
Added by user, played only if there is an appropriate schedule or IVR |
No |
Type |
Multi-Step Prompt |
For Audio Prompts |
For Chat Prompts |
For E-Mail Prompts |
Available for Contact Center |
Available for Queue |
Available for User Settings Template |
Audio Built-In Types |
---|---|---|---|---|---|---|---|---|
Blind Transfer Failed Message |
N/A |
Yes |
N/A |
N/A |
Yes |
Yes |
Yes |
Default for Queue Calls |
Ext. Agent Accepts Contact Message |
N/A |
Yes |
N/A |
N/A |
Yes |
Yes |
Yes |
Default for Queue Calls |
External Transfer Message |
N/A |
Yes |
N/A |
N/A |
Yes |
Yes |
Yes |
Default for Queue Calls |
External Transfer Failed Message |
N/A |
Yes |
N/A |
N/A |
Yes |
Yes |
Yes |
Default for Queue Calls |
In Queue Message |
Yes |
Yes |
Yes |
N/A |
Yes |
Yes |
Yes |
|
Queue Busy Message |
Yes |
Yes |
N/A |
N/A |
N/A |
N/A |
Yes |
Default for Direct Calls |
Internal Transfer Message |
N/A |
Yes |
Yes |
N/A |
Yes |
Yes |
Yes |
Default for Queue Calls |
On Hold Message |
N/A |
Yes |
N/A |
N/A |
Yes |
Yes |
Yes |
Default for Queue Calls |
Prewelcome Message |
N/A |
Yes |
N/A |
N/A |
Yes |
Yes |
Yes |
Default for Queue Calls |
Queue Full Message |
N/A |
Yes |
Yes |
N/A |
Yes |
Yes |
N/A |
Default for Queue Calls |
Service Closed Message |
N/A |
Yes |
Yes |
N/A |
Yes |
Yes |
Yes |
Default for Queue Calls |
Welcome Message |
N/A |
Yes |
Yes |
N/A |
Yes |
Yes |
Yes |
|
Busy Message |
N/A |
Yes |
Yes |
N/A |
N/A |
N/A |
Yes |
Default for Direct Calls |
E-Mail Received Message |
N/A |
N/A |
N/A |
Yes |
Yes |
Yes |
Yes |
N/A |
E-Mail Allocated to Agent Message |
N/A |
N/A |
N/A |
Yes |
Yes |
Yes |
Yes |
N/A |
IVR Prompt Added in SP04 |
Yes, but limited to Play and Pause functions |
Yes |
N/A |
N/A |
N/A |
Yes |
N/A |
Optional Built-In |
Offering Message Enables adding a prompt that tells a caller that the contact is now offered to an agent. Added in FP13. | N/A | Yes | N/A | N/A | Yes | Yes | Yes | Custom |