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Agent Whisper

May 07, 2014 09:45 PM PDT
Luke Mitchell
G3 Comms Limited
Is there anyway to play an announcement to an agent before a call is released to them which is recorded with the skill/group name. So if the agent has multiple skills then they can easily answer the call correctly?
May 08, 2014 01:26 AM PDT
Open Office
Communications Resources Incorporated aka CRI
The group name appears in the Call Details of the call. I don't know of a way to get that information announced.
May 08, 2014 07:43 PM PDT
Luke Mitchell
G3 Comms Limited
Ok thanks, we use this feature on many of our clients with other PBXs which is very popular especially if the agents receive a high volume of calls for multiple groups. Would be great to have on Shoretel as a feature

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