hi Guys,
I want to Modify ICD script to play pre-recorded prompts before call is delivered to the agent. For example, if HQ Phone 2 is ready to take a call, caller should hear “ Thank you for waiting, we will connect you now to X. Where X is the user name. On the same token if branch 1 Phone 2 is ready to take a call, it should play branch 1PH2. The initial prompt “Thank you for calling” should be played before call goes into the queue. How to I achieve the above? How to modify the default script? Any recording that needs to be done? I am a little week at UCCX hence would request your assistance . -Vir
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