Contents
- Introduction
- General Information
- Contact Center Configuration Process
- Initial General Configuration
- Inbound Voice Service Configuration
- Outbound Campaign Configuration
- Email Service Configuration
- Chat Service Configuration
- Web Chat Configuration
- Users and Teams
- Overview
- Users
- Forwarding and Voicemail Operation
- Teams
- Agent Dashboard Metrics
- Roles
- Privileges
- Skill Levels
- Help Screens
- Directory
- Scenario Entries
- Scenarios
- Workflows
- Services and Campaigns
- Services and Campaigns Overview
- Properties Tab
- Assignments Tab
- Lists Tab
- Dispositions Tab
- Activity Tab
- Numbers Tab
- Service Level Tab
- Outbound Tab
- Results Tab
- Archive Tab
- 1 Canned Tab
- Email Tab
- Pre-defined Dispositions
- Outbound - General
- Outbound - Calling Hours
- Outbound - Dial Rules
- Outbound - DNC
- Outbound - Diagnostics
- Lists
- Tasks
- Case & Contact Management
- Forms
- Call Center Configuration
- General Settings
- Integration Accounts
- Identification
- Knowledge Base
- Calendars
- Hours of Operation
- State Calling Hours
- Auxiliary Skills
- Language Skills
- Audio Treatments
- Shared Voice Segments
- Voicemail
- Omni-Channel Routing
- Chat Settings
- Email Settings
- Quality Management
- Reporting
- Custom
- Security
- Appendices
Canned Tab
Your agents have the capability to play back prerecorded voice messages to their customers. For more information, see section How to Use Pre-recorded Messages of the Agent Guide.
You can define prerecorded messages at the service level. Such messages will appear in the message selector of the agents' desktops when they handle calls associated with the given service.
Since many such messages can be shared by multiple services and also used in various interactive voice response (IVR) applications, they are first configured as shared voice segments. For more information, see section Shared Voice Segments of this guide.
To add shared voice segments to or remove them from the given service, click the add/remove link, and move the desired segments between the general and assigned lists.