Contents
- Contact Center Administrator Guide Introduction
- Purpose
- AudienceGeneral Information
- Login Procedure
- User Interface Overview
- Application SettingsContact Center Configuration Process
- Initial General Configuration
- Inbound Voice Service Configuration
- Outbound Campaign Configuration
- Email Service Configuration
- Chat Service Configuration
- Web Chat ConfigurationUsers and Teams
- Overview
- Users
- Forwarding and Voicemail Operation
- Teams
- Agent Dashboard Metrics
- Roles
- Privileges
- Skill Levels
- Help ScreensDirectory
- Softphones
- Hardphones
- Access Numbers
- Dial-out Entries
- Static Entries
- Special NumbersScenario Entries
- Scenario Entries Overview
- Dial-in
- Messaging/Chat
- Web Callback
- EmailScenarios
- Scenarios Overview
- Voice
- Chat Workflows
- Workflow Entries
- VariablesServices 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
- Canned Tab
- Email Tab
- Pre-defined Dispositions
- Outbound - General
- Outbound - Calling Hours
- Outbound - Dial Rules
- Outbound - DNC
- Outbound - DiagnosticsLists
- Lists
- Do Not Call ListsTasks
- Scheduled and In-Progress Tasks
- Task LogCase & Contact Management
- General Settings
- Client Partitions
- Case Categories
- Custom Fields
- Import & ExportForms
- Activity
- Contact
- Case
- AugmentationCall 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 SettingsQuality Management
- Grading Categories
- Call Recording and Monitoring
- Screen Recording
- Encryption SettingsReporting
- Report Templates
- Reporting Settings
- WFM ReportsCustom
- Custom Reporting Fields
- Custom Survey FieldsSecurity
- Security Policy
- System Access Restrictions
- Text Masking
- Encryption Key Management
- Audit LogAppendices
- Agent Desktop Helper Application
- System Requirements
- Countries, Calling Codes, and Time Zones
- Glossary
- Setting Up Private S3 Storage
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.