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 Personalize selection:

  • ID: An internal guid.

  • 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).

  • Type: Type describes the prompt’s use in the system, see the table Prompt Types below.

  • Media Type: Tells in which media the prompt can be used of Audio, Chat, and E-Mail.

  • Source Type: Shows if the prompt is custom or built-in and how is it used, see the table Source Types below.

  • 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.

Table 1. Source Types

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
Table 2. Prompt Types

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

  • Default for Queue Calls

  • Default for Direct Calls

  • Optional Built-In (in CallBack queues)

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

  • Default for Queue Calls

  • Default for Direct Calls

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