I've scoured the Cisco forums and have not come across a viable solution for the Agent Greeting.  Basically, you want a pre-recorded greeting played to the caller so the agent does not have to repeat this on every call.

Solution 1:  In the Select Resource step, you select the Do Not Connect.  You then play the pre-recorded prompt , then Connect the call.

Issue:  There is a delay between the end of the prompt and the connected call, either in the form of natural delay between the two step or the agent answering the call (yes, you could use the auto answer feature to somewhat minimize this, but not desirable). During this delay, MOH is potentially heard, and the caller could start speaking before the agent has in fact answered the call.

Solution 2:  Create a Workflow to create a BlindConference call to another IVR that can play the pre-recorded greeting AFTER the call is connected.

Issue:  RESOURCES and Conference notifications--This uses tremendous hardware or software conference bridges in that each call received in the contact center call creates a brief conference call and utilizes additioanl CTI ports.  Additionally, the caller and agent woudl heard.

I'm not sure is UCCX 8 will address this or not.  I find it hard to believe that over the past 8 years Cisco has not addressed this requirement as older technologies from competitors have this feature.  I currently have TAC looking into this, but I feel I will get no where with them as I showed THEM last week how to prompt to upload to a sub-directory of the en_US default prompt location!  I know the topic was mentioned in Cisco Customer Collaboration Analyst Day 2010, but I do not have any details.

Does anyone have a viable method for achieving this requirement that results in a professional presentation to the customer?

Thanks,

John