Call Whisper - Customization

Customization

The Call Whisper feature can be customized, depending on the options offered by the hosting product, in many ways:

• The message played to the ‘called party’ can be customized to convey any relevant information that can be of assistance to the answering agent such as the number that has been dialed, a particular product for which the caller requires support, etc.

• An element of dynamic content can be introduced to the recording so that it responds to the caller ID in an intelligent way e.g. it could simply read out the caller ID of the caller, it could specifically advise what location the call is coming from, based on the caller ID, or it could check the caller ID against a customer database and therefore advise the agent which customer is calling in and what their account number is.

• The amount of time the system waits for the call to be accepted or rejected can be shortened or lengthened. This can be particularly useful if there is a possibility of an automated messaging service answering the call creating the need to prevent useless voicemail recordings of the Call Whisper message being left in the mailbox.