Defining when in-queue announcements are played

Company administrators can define when audio announcements stating either a caller’s position in a queue or their estimated wait time in the queue, are played.

Note: To create a call group you need to configure the Alternative Announcement.

Click play to watch a video on defining when in-queue announcements are played.

The position announcement and the wait-time announcement are defined at the system level.

Configure in-queue announcements #

You can configure settings for either a queue-position announcement or an estimated wait-time announcement, not both.

1. In the menu bar click Call Handling > Queues to see a list of available queues
2. Select (or add) the relevant call queue
3. Click the Announcements tab

Configure a queue-position announcement #

1. Tick the Queue position checkbox
2. To ensure the announcement is only played when the caller’s starting position in the queue is higher than a specific number:
   • Tick the Only where initial position is greater than checkbox
   • Select a number from the dropdown list
3. To ensure the announcement is played after each repetition of the queue-music audio:
   • Tick the Play after each iteration of the queue music checkbox
4. If you want an alternative announcement to play when the caller’s position is greater than a specific number:
   • Select the alternative announcement from the Alternative announcement dropdown list
   • Select a number from the dropdown list
5. Click Add or Save Changes

Configure an estimated wait-time announcement #

1. Tick the Estimated queue time checkbox
2. To ensure the announcement is only played when the caller’s estimated wait time in the queue is greater than a specific number of seconds:
   • Tick the Only when wait time is greater than checkbox
   • Select the number of seconds from the dropdown list
3. To ensure the announcement is played after each repetition of the queue-music audio:
   • Tick the Play after each iteration of the queue music checkbox
4. If you want an alternative announcement to play when the caller’s estimated wait time is greater than a specific number of seconds:
   • Select the alternative announcement from the Alternative announcement dropdown list
   • Select a number from the dropdown list
5. Click Add or Save Changes

Announcement audio #

• To hear the audio file or playbook that you have selected before saving your settings click the play button
• Refer to Adding Queue audio for help uploading an audio file or playbook

Definitions #

• Queue position: Whether or not a queue-position announcement is played to callers.
• Only where initial position is greater than position number: Whether or not the announcement is played only when the caller’s starting position in the queue is greater than a specific number.
• Play after each iteration of the queue music: Whether the announcement is played after every repetition of the queue music or whether it is played once only (before the queue music starts).
  • If this checkbox is not ticked, the queue-position announcement is played once only, before the queue music starts.
  • If this checkbox is ticked, you can also specify that the announcement is repeated only after the initial wait-time announcement has been played to the caller when they first join the queue.
• Alternative announcement: An alternative announcement that is played when the caller’s position in the queue is greater than position number/number of seconds.
• Estimated queue time: Whether or not an estimated wait-time announcement is played to callers.
• Only when wait time is greater than number of seconds: Whether or not the announcement is played only when the caller’s estimated wait time in the queue is more than a specific number of seconds.
• Only when initial wait time announcement has been played: Whether or not the announcement is repeated only after the initial wait-time announcement has been played to the caller when they first join the queue.