Standard Greeting

The ACD Standard Greeting plays when iTeleCenter first sends the call to the ACD Extension.

To upload an audio file for the Standard Greeting:

1.  Select the Upload File option.

2.  Enter the path for the recording file you wish to upload in the Upload File text box or click the Browse button to find the file on your computer.

Note: To ensure proper playback, the audio file must be 8000 Hz 8 bit mono CCITT u-Law format.

To record the Standard Greeting on the phone:

1.  Select the I will record my greetings on the phone option.

2.  Click the Save button to save your selection.

●    Log in to ACD Extension on the phone:

●    Call the iTeleCenter number the ACD is under.

●    Press the * key and enter the ACD passcode when prompted.

●    Enter the ACD Extension number when prompted.

●    Once you have logged in on the phone, follow these prompts to record the ACD Standard Greeting:

●    Press 4 to Modify your Configuration

●    Press 1 to Manage your Standard Greeting

●    Press 2 to Record your Greeting

On Hold Greeting

The On Hold Greeting or Music plays when the Standard Greeting ends.

●    To select hold music from the existing options, select the music from the Callers will hear drop-down list. You can listen to a music selection by clicking on the speaker button next to the Music on hold drop-down list.

●    To upload a recording file for the on hold greeting, enter the path for the recording file you wish to upload in the Upload File text box or click the Browse button to find the file.

NOTE: To ensure proper playback, the file must be in the following format: CCIT u-Law, 8000 Hz, 8 Bit, Mono WAV format.

ALSO NOTE: When you click the Save button to save the uploaded music, it will be saved in the Music on hold drop-down list as “Custom”. You may only have one custom recording. Uploading a new custom audio file will overwrite the existing one.

●    To record an on-hold message on the phone, select “I will record my greeting on the phone” option.

●    Using the Phone, log in to the ACD Extension.

●    Log in to ACD Extension on the phone:

●    Call the iTeleCenter number the ACD is under.

●    Press the * key and enter the ACD passcode when prompted.

●    Enter the ACD Extension number when prompted.

●    Once you have logged in on the phone follow these prompts:

●    Press 4 to Modify your Configuration

●    Press 6 to Manage your Call Forwarding

●    Press 5 to Record your On-hold message

Continue to Hold Message

The On Hold Greeting will pause and the Continue to Hold message will play according to the time interval set in the “Repeat leave message prompt every” setting.

●    Select the Standard Prompt option if you want the system standard Continue to Hold message to be used.
The Standard Prompt states, “Thank you for continuing to hold, your call is important to us. If you would like to leave a message instead of continuing to hold, please press the # key at anytime.”

●    To upload a recording file for the Continue to Hold message, enter the path for the file you wish to upload in the Upload File text box or click the Browse button to find the file.

NOTE: To ensure proper playback, the file must be 8000 Hz 8 bit mono CCITT u-Law format.

Leave Message Prompt

The Leave Message Prompt will play when the “Maximum Hold Time” is reached and the caller is sent to voicemail.

●    Select the Standard Prompt option if you want the system standard Leave Message prompt to be used. The Standard Prompt states, “I'm sorry all representatives are still helping other clients. Please leave your message at the tone and a representative will get back to you shortly.”

●    To upload a recording file for the Leave Message prompt, enter the path for the file you wish to upload in the Upload File text box or click the Browse button to find the file.

NOTE: To ensure proper playback, the file must be 8000 Hz 8 bit mono CCITT u-Law format.

When you have finished your selections, click the Save button to save the prompts.

To learn more about setting up ACD Extensions, click here.