Call queue announcements are messages and music that you hear while waiting in the queue. You can manage your announcement settings either for a new or an existing call queue.
Edit call queue announcement settings
Call queue announcements are messages and music that callers hear while waiting in queue. You can manage your announcement settings for an existing call queue.
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From the customer view in https://admin.webex.com, go to Services, and click . |
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Click Call Queue, and then select the call queue to edit from the list. |
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In the side panel, beside Announcements, click Manage. |
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Edit any of the following announcement setting services: |
Play a message when callers first reach the queue.
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Enable Welcome Message.
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Select the Welcome message is mandatory check box.
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Choose a Message Type with one of the following:
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Click Save. |
Notify the caller with either their estimated wait time or position in the queue.
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Enable Estimated wait message for queued calls.
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Set the Default Handling Time in minutes. |
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Choose how you want to announce the queue position or wait time.
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Select Play high volume message to play an announcement when all volumes are higher than the maximum queue position defined. |
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Click Save. |
Play a message after the welcome message and before hold music. It is typically a custom announcement that plays information, such as current promotions or information about products and services.
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Enable Comfort Message. |
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Set the time in seconds for a caller to hear the comfort message. |
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Choose from one of the following Message types:
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Click Save. |
Play a shorter comfort message instead of the usual Comfort or Music On Hold announcement to all the calls that should be answered quickly. This feature prevents a caller from hearing a short portion of the standard comfort message that abruptly ends when they are connected to an agent.
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Enable Comfort Message Bypass. |
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Set the time in seconds for a caller to hear the comfort bypass message.
A comfort bypass message is announced when a new incoming call is received by the queue and the longest waiting time for a call in the queue is less than or equal to this threshold. |
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Choose from one of the following Message types:
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Click Save. |
Play music after the comfort message in a repetitive loop.
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Enable Hold Music.
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Select an alternate source of music for internal calls. |
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Choose from one of the following message types:
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Click Save. |
Play a message to the agent immediately before the incoming call is connected. The message typically announces the identity of the call queue from which the call is coming from.
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Enable Call Whisper.
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Choose a Message Type with one of the following:
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Click Save. |
Edit call queue announcement files settings
Call queue announcements are messages and music that callers hear while waiting in queue. You can manage your announcement files for an existing call queue.
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From the customer view in https://admin.webex.com, go to Services, and click . |
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Click Call Queue, and then select the call queue to edit from the list. |
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In the side panel, beside Announcement Files, click Manage. |
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Upload an announcement file or record your own announcement.
A list of all files uploaded or recorded are displayed. You can choose to delete any file you do not wish to use.
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