The Whisper Message feature in the Dial Applet is a powerful tool that prepares your users to answer calls as effectively as possible.
When it is activated and your smrtPhone user answers a call, they will hear a message containing important call data. While the Whisper message is playing, the caller will hear ringing.
Even though they have answered, agents must Press 1 for the call to be fully connected. If your user does not Press 1, the call will not connect and will advance as designed in the call flow. The user can Press 1 at any time during the Whisper message to connect the call.
This feature used to be called Announce the User and was set to say This is a call for [user] at [receiving number]. To accept, Press 1.
Variables You Can Use in the Dial Applet Whisper Feature
The Whisper Message will be read in a robot voice, and it can be completely customized. You can insert any of the following variables:
%name% - The name of the agent/user
%from% - The caller's number
%to% - To number
%toName% - The name of the number called (helpful if you have a friendly name set to identify tracking numbers)
%teamName% - The name of the team called, if any
You must use the % sign before and after the variable to ensure the data is dynamically inserted.
The variable list is visible from within the dial applet if you roll over the tooltip question mark icon (Variables list❓)
When Pro Dialing is active on your user, this function is no longer available. If you're willing to use the Whisper feature, first you need to toggle off the Pro Dialing.