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C H A P T E R 14 Agent Greeting • Agent Greeting Overview, on page 147 • Agent Greeting Prerequisites, on page 147 • Agent Greeting Configuration Task Flow, on page 147 • Agent Greeting Troubleshooting, on page 149 Agent Greeting Overview Agent Greeting enables Unified Communications Manager to automatically play a prerecorded announcement following a successful media connection to the agent device. Agent Greeting is audible for the agent and the customer. The process of recording a greeting is similar to recording a message for voicemail. Depending on how your contact center is set up, you can record different greetings that play for different types of callers (for example, an English greeting for English speakers or an Italian greeting for Italian speakers). By default, agent greeting is enabled when you log in to your agent desktop but you can turn it off and on as necessary. Agent Greeting Prerequisites • Install Cisco Unified Contact Center Enterprise. See Cisco Unified Contact Center Enterprise Installation and Upgrade Guide. • Install Cisco Unified Customer Voice Portal. See Installation and Upgrade Guide for Cisco Unified Customer Voice Portal . • Ensure that you enable Built In Bridge. To view the details, see Configure Built In Bridge, on page 149. Agent Greeting Configuration Task Flow Agent Greeting configuration tasks are completed in Cisco Unified Contact Center Enterprise (Unified CCE) and Cisco Unified Customer Voice Portal (Unified CVP). To view detailed steps for the following tasks, see the Agent Greeting section in the Cisco Unified Contact Center Enterprise Features Guide. Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs 147