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App Note 002 - Prerecorded Messages


Outbound agents that reach voice mail or answering machines typically spend a lot of time saying the same thing for each message. Instead of spending time leaving the messages live, we can create a method for each agent to have their message prerecorded so they can get to the next outbound call quicker.


Overview of Solution

LiveOps supports blind Transfers to a Speed Dial target, which can be a Campaign. A Call Flow based campaign can be created to play the recorded audio file and hang up on the caller. The agent would start the transfer process when they reach the called party’s outgoing greeting. When the agent hears the beep to leave a message, the agent can simply click on the transfer button to play their pre-recorded message.


Configuration Steps

  1. Create a new Audio Catalog or use an existing Catalog.


  1. Add a new Audio File for the agents’ message. Follow the steps to import a recorded WAV file or use the Phone in Audio feature to add the audio file to the catalog.


  1. Create a Call Flow by navigating to Routing –> Call Flows.


  1. Click on the Create New Call Flow button and enter the call flow name “Agent – VM Message 1”. Click on Save.


  1. Add the Play Audio Call Action to the Arrival tab.


  1. Select a recording from the Audio Catalog called “Agent – VM Message 1”.


  1. Add the Hang up On Caller Call Action after the Play Audio.


  1. Click on SaveChangesbutton and check in the Call Flow.



   9. Navigate to Routing –> Campaigns


  1. Select the Add New Campaign button.


 11.Enter the name “Agent’s Message for VM” and select Call Flow Based for the Routing Class option.


  1. Select the “Agent: VM Message – 1” for the Call Flow in the General tab.


Figure 2 < Call Flow Based Campaign



  13.Select the Recording tab and turn off Audio and Screen Recording options.


Figure 3 – Disable Recording Options



14. Agents need to have the ability to transfer calls the Agent’s Message for VM Campaign so a speed dial target is required.  Navigate to Configure –> Speed Dial –> Targets.  Click on Add New Target.


  1. Select “Campaign” from the Target Type drop down list and “Agent’s Message for VM” from the Campaign drop down list.


  1. Enter “Pause Recording” in the Alias field.  Click on the Save button when done.




17. Add the new Target to a Speed Dial list by navigating to Configure –> Speed Dial –> Lists. Select an existing Speed Dial list by clicking on the Edit List link from the Actions column. Select the Targets tab.


Figure 5 < Adding Pause Recording Target to Speed Dial List


18.Click on the Add Target to List link and select the Agent recorded message Campaign from the drop down list.  Click on the Save button when done.


  1. Repeat adding Targets to existing Speed Dial lists as required.


  1. Make sure that Speed Dial list with the Agent recorded message Campaign target is associated with any Campaigns that require agents to access their preTrecorded messages.


  1. It’s recommended to modify the Outbound Campaign that will be used to place the initial call have the Wrap Up timer settings configured to disable wrap up or minimize the delay between calls to take full advantage of using preTrecorded messages.  Otherwise, the agent will have to remember to click on Decline Wrap Up before initiating the transfer.



Using the Solution


To play a pre-recorded message, the agent will need to use the Transfer feature from LiveOps Phone Panel or Engage while on an active call. The selection of the Transfer operation and message can be done at any point before needing the record playback. The message playback will begin as soon as the Agent clicks on the Transfer button shown in Figures 7 & 8.




Figure 7 < Using Transfer to Play Recorded Message into Voice Mail from LiveOps Engage






Figure 8 – Using Transfer to Play Recorded Message into Voice Mail from LiveOps Phone Panel






Figure 9 – Message in Called Party’s Voice Mail from Agent

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