First place you are going to head is over to the menu section and choose Inbound. Within Inbound you will see the greetings and announcements submenu option and choose that.

Once there you will see two taps at the top of the screen.

1.       Inbound Voice Prompts = These are generally going to be the uploaded recording entries to interact with your inbound callers.

2.       IVR Prompts = These are the response recordings you can assign to inbound callers interactions.

Lets cover the Inbound Voice Prompts sections first. Click the grey bar to add an entry.

This is going to be where we upload a recording based on Event Type and choose any additional settings.

Available Event Types:

• WaitForOperator = This is the inbound que message played. This message will be interrupted when an agent becomes available. This recording also loops the recording uploaded. There is a default ChaseData message in effect until a custom one is uploaded here.
  
• NoAvailableOperators = This is the inbound message that is played to callers when they call in on the system and nobody is logged in that can take their call. This message will not play if you have agents logged into the system on break that can take the inbound call. Typically this is an after hours message and you can prompt the caller to leave a message if applicable.
  
• LeaveMessageAfterTheTone = This is the recording you upload for custom voicemail recordings both Agent Specific Extension voicemails and any general campaign voicemails.
  
• ErrorHasOccured =
  
• GreetingMessage = This is the recording that you upload to be your greeting message, or the first thing your inbound caller hears when they call in. This is also used as your IVR menu recording you need to upload to give your caller options to choose on the call. This message is not interruptable if agents are available to handle the call, it will play the recording completely before passing the call to an agent. There is no default greeting message uploaded on ChaseData accounts you would have to configure one.
  
• Whisper Notification = This is a recording you would upload to cover an announcement to your agent of an inbound call. This is not like the other event types because it is for internal use the inbound caller does not hear this recording. All that is needed is to configure what type of inbound call you want this action to announce.
  
• GoToOperator = This is the recording that you upload to cover the message that is played to a caller when they choose your operator option during an IVR interaction.
  

The remaining options on your setup are going to be covering the following:

• Assign to: You can assign your event to a Campaign, RingGroup, Agent Extension or Skill.
  
• Termination: You can terminate the call with an action after your recording plays if you even have one assigned. The options are the following:
  
• HangUp
  
• Busy – plays a busy tone
  
• Extension = Either an external number 11 digits example. 18887398218 or an agent’s extension.
  
• Voicemail = Typically this can be left blank for campaign default voicemails or input an agent extension.
  
• Delay = delay in seconds before the termination action happens on an event. This is only needed when using termination on an event.
  

The last configuration would be our active / inactive radio button at the end of the row. You can disable and enabled messages to be played if you have let us say a calling campaign you want to run for a period. Example – holiday closed message etc.

That concludes the Inbound Voice Prompts Section.

Now we have the IVR Prompts section which is going to be the recordings we upload to play based on customer interaction. This a component in the Call Flows section of the Admin Application that you should reference with this section. All you need to do is upload a recording and name it for use in the Call Flow section.

This is going to conclude this article on configuring greetings and announcements within ChaseData Admin Application.