Company administrators can define and edit the audio announcements and music for a call queue.
Click play to watch a video on defining in-queue audio.
Define the in-queue audio #
- In the menu bar click Call Handling > Queues to see a list of available queues
- Select (or add) the relevant call queue
- Click the audio tab
- Expand the A-Party Announcement dropdown and select the in-queue announcement to play to the caller
- Expand the B-Party Announcement dropdown and select the announcement to play to the agent when they answer the call
- Expand the Queue Music dropdown and select the in-queue music to play to the caller
- Expand the B-Party Queue Music dropdown and select the in-queue music to play to the agent
- Expand the A-Party Agent Connect Audio and select the audio to play to the caller and the agent when their phone is ringing
- Click Add or Save changes as appropriate
Note: To hear any of the audio files that you have selected before saving your settings click the Play icon next to the appropriate audio. |
Managing 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 #
- A-Party Announcement: The in-queue announcement that is played to the caller.
- B-Party Announcement: The announcement that is played to the agent when they answer the call, so that they are prepared and know how to answer. For example, the announcement might take account of the queue that the call was routed through, the caller’s waiting time, or their VIP status.
- Queue Music: The in-queue music that is played to the caller.
- B-Party Queue Music: The in-queue music that is played to the agent.
- A-Party Agent Connect Audio: The audio that is played to the caller and the agent when their phone is ringing.
Additional Information #
- Administrators must have the Queues: Modify privilege to define in-queue audio.
- The uploading and configuring of audio files is a licensable feature of the system.