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.

1

From the customer view in https://admin.webex.com, go to Services, and click Calling > Features.

2

Click Call Queue, and then select the call queue to edit from the list.

3

In the side panel, beside Announcements, click Manage.

4

Edit any of the following announcement setting services:

Welcome Message

Play a message when callers first reach the queue.

1

Enable Welcome Message.


 
The welcome message plays to every caller unless an agent is available to service the call.
2

Select the Welcome message is mandatory check box.


 
Clicking the welcome message mandatory causes the message to play to a caller before presented to an agent even if an agent is available.
3

Choose a Message Type with one of the following:

  • Play default announcement.

  • Play custom announcement - you can upload a custom message or an entrance announcement message.

4

Click Save.

Estimated Wait Message for Queued Calls

Notify the caller with either their estimated wait time or position in the queue.

1

Enable Estimated wait message for queued calls.


 
If this option enables, the wait message plays after the welcome message and before the comfort message.
2

Set the Default Handling Time in minutes.

3

Choose how you want to announce the queue position or wait time.

  • Announce Queue Position - plays a message for callers in queue position.

    1. Enter the number of callers in which the callers hear their queue position. For example, if you set it to 25 callers, callers 1–25 hears this message.

  • Announce Wait Time - plays a message Notifying customer of the estimated wait time.

    1. Enter the time, in minutes, to play a message for callers whose wait time is less than what is specified.
4

Select Play high volume message to play an announcement when all volumes are higher than the maximum queue position defined.

5

Click Save.

Comfort Message

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.

1

Enable Comfort Message.
2

Set the time in seconds for a caller to hear the comfort message.
3

Choose from one of the following Message types:

  • Play default announcement.

  • Play custom announcement - You can upload a custom message or an announcement message.


 
You can set up to four announcement messages.
4

Click Save.

Comfort Message Bypass

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.

1

Enable Comfort Message Bypass.
2

Set the time in seconds for a caller to hear the comfort bypass message.


 

By default, the time for a caller to hear the comfort bypass message is 30 seconds. and it ranges between 1 to 120 seconds.

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.

3

Choose from one of the following Message types:

  • Play default announcement.

  • Play custom announcement - You can select an announcement message or upload a custom message.


     
    You can set up to four announcement messages.
4

Click Save.

Hold Music

Play music after the comfort message in a repetitive loop.

1

Enable Hold Music.


 
You can add up to 4 music types in the settings after the setup.
2

Select an alternate source of music for internal calls.
3

Choose from one of the following message types:

  • Play default music.

  • Play custom music: you can upload custom music for the caller to hear.

4

Click Save.

Call Whisper Message

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.

1

Enable Call Whisper.


 
The message is only played to the agents and is useful if they belong to two or more queues.
2

Choose a Message Type with one of the following:

  • Play default announcement.

  • Play custom announcement - you can upload a custom message or an entrance announcement message.


     
    You can set up to four announcement messages.
3

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.

1

From the customer view in https://admin.webex.com, go to Services, and click Calling > Features.

2

Click Call Queue, and then select the call queue to edit from the list.

3

In the side panel, beside Announcement Files, click Manage.

4

Upload an announcement file or record your own announcement.

  • Click Attach a File to upload an audio file from your local machine.
  • Click Record to record your own announcements.
    1. Click the Record button to start recording your announcement.
    2. Click the Stop button to stop recording.
    3. Click the Play button to play and verify the recorded message.
    4. Click the Save button to save the recorded announcement file.
A list of all files uploaded or recorded are displayed. You can choose to delete any file you do not wish to use.