A call whisper, also called a call announcement, is an automated message the operator hears at the start or end of a call. It can tell the operator which channel the call came from, so they can direct the call and apply any offer linked to that channel. This guide shows you how to turn on a call whisper, choose what it announces and when, and use call confirmation to keep call durations accurate.
A call whisper is played to the operator, not the caller. The most common use of a call whisper is announcing the channel name that the call came from at the start or end of the call. This helps agents direct the call appropriately and apply any discounts or offers that may be associated with that channel.
You can also configure a custom call whisper. See the Custom announcements section for details.
For any custom announcement you want enabled, send the custom file to our Support Team and ask them to upload it. You can switch the call whisper on and off only after the file is uploaded.
To set up a call whisper, follow these steps:
Under Call Announce What, if you choose to announce the channel at the start or end of the call, the following applies to each number type:
Under Call Announce What, if you choose the 'Auto' option, the following applies to each number type:
Under Call Announce What, if you choose 'Both', the following applies to each number type:
Once you have chosen what to announce, decide when it is announced. The following options are available:
The final option is to configure a custom announcement. Enter the text you want announced to the operator in the text box. You can include Infinity data in the announcement by adding the field name inside curly braces { }. For example, to announce the channel the call came from, you could enter 'Call from {channelName}'. The placeholder is replaced by the actual field value when the announcement is made, so {srcPhoneNumber} announces the caller ID to the operator.
You can turn the custom text on or off at any time in the call announcement settings. Any text you have entered is kept when the custom announcement is turned off.
The full list of Infinity fields for a custom announcement is available when you select show help in the Call Announcement section, as shown below.
A custom greeting is an automated message that plays to your callers at the start of a call. The custom greeting can be applied at installation level, tracking pool level or channel level. This gives you full control over your custom greetings. You do not need a dial plan to use this feature, but you will still need to set it up with our Support Team at support@infinity.co.
An example of a custom greeting you may want to use is: "Welcome to Infinity, calls are recorded for quality and training purposes."
If you need a custom greeting to play, send it to us in MP3 or WAV format. Once you have given the greeting to our Support Team and told them how you want it applied, it plays to your callers before the call connects to an operator.
To check whether a custom greeting is enabled, follow these steps:
Note: If you have an Infinity dial plan, the message your customers hear may be set up differently. See the Welcome message section below.
A welcome message is a customised message played to the caller before the call connects to an operator. For Infinity to host a welcome message, you must have an Infinity dial plan. If you do not have a dial plan, the custom greeting above lets you announce a message to the caller at the start of a call.
An example of a welcome message is: "Welcome to Infinity, calls are recorded for quality and training purposes."
A welcome message is applied to a dial plan, where your dynamic and fixed numbers can be routed through the destination configuration. Each dial plan can have its own welcome message.
To get a welcome message built, contact the Infinity Support Team at support@infinity.co. Tell them which tracking pools you want it applied to, and send a sound file in MP3 or WAV format. The build cannot start until we have the sound file.
A custom-built welcome message may carry a small charge, which depends on your package. There may also be a short development time, depending on other projects in the development queue. Contact the Support Team for pricing and turnaround time.
There are a few other options to choose from:
Some scenarios and third-party software can conflict with the call whisper. Check these before you turn the feature on:
Call confirmation gives you a more accurate report on the duration of your calls. It is useful if you use time-based goals in the Infinity Platform and you have an externally hosted IVR, queuing system or welcome message in place.
Call confirmation helps when a caller reaches a welcome message or queue that we do not host. The duration-based call goal would otherwise be triggered, which can make your figures show that callers were connected to an operator for longer than they were. With call confirmation, the call timer starts only once the caller has passed the external queue, IVR or welcome message and the operator presses 1 on their handset to accept the call. The call durations in the Infinity Platform then exclude the time spent in the IVR, queue or welcome message.
Our recommended way to improve the accuracy of call durations is for Infinity to host any IVR or welcome message you have in place. This improves the caller experience, because operators no longer need to press 1 to accept a call, and it lets you automate the process.
To enable call confirmation, follow these steps:
Note: Do not turn this feature on if you have a third-party IVR, voicemail or other feature where the caller has to press buttons. These features stop calls getting through to your operators.