How to Set Up Call Whisper for an Agent

Module: Admin App

Call Whisper is a telephony feature that plays a brief private audio message to the agent before they answer an incoming call. Let's learn how to set up Call Whisper for an agent.

To set up the Call Whisper, the configurations need to be made in the following screens:

A. Sound Clips Screen

B. Agent Screen

C. Phone Tree Screen

A. Call Whisper Setup in the Sound Clips Screen

You can only select newly uploaded sound clips as whisper messages. To upload a new sound clip, follow these steps:

1. Log in to the VoiceStack Admin App. 

2. Go to Configuration > Calls > Sound Clips > Click Upload Sound Clip.

3. Specify the following details.

• File Name
• Location
• Upload the sound file.

Note: The sound clip should be less than 5 seconds long.

4. Click Create.

B. Call Whisper Setup in the Agent Screen

Once you upload the sound clip, the next step is to enable the call whisper for the agent.

1. Log in to the VoiceStack Admin App. 

2. Go to Configuration > Calls > Agent > Click Create Agent.

3. The Create Agent screen is displayed.

4. Specify all the details of the agent. Select the Enable Whisper Message checkbox.

5. Click Create after confirming the changes. The Call Whisper feature is successfully enabled for the agent.

Note: You can also enable Call Whisper for an existing agent by configuring the agent profile.

C. Call Whisper Setup in the Phone Tree Screen

The final step is to set up call whisper in the phone tree so that the call routing system can direct the incoming calls based on the settings. 

1. Log in to the VoiceStack Admin App.

2. Navigate to Configuration > Calls > Phone Tree > click Create Phone Tree.

3. Select the audio clip that you've uploaded earlier from the Whisper Message dropdown. All the validated sound clips appear in the dropdown. 

4. After specifying all the changes, click Publish. The Phone Tree is now created with the Whisper Message.

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