NextOS Call Center: Announcements

When a call center is first built, these are the default queue settings: entrance message played, no music on hold, and a comfort message plays every 10 seconds. 

NOTE: The Call Whisper feature (played for the agent prior to taking the call) requires Call Center Enterprise licenses.

To adjust Announcement settings, follow these steps:
 

1. Navigate to the call center.  See Accessing Call Centers for instructions.
    
2. Click on the call center to modify.
    
3. Click Announcements.
   
   Note: If the file you want to assign as an announcement is not in the dropdown, add it by going to the profile of the call center and selecting the Announcement Repository > Add > Choose File > OK.
    
4. Adjust settings.
    
   • Entrance Message - Welcomes the caller to the queue.
     
     
      
     • Play Entrance Message - Enable or disable the entrance message.
        
     • Entrance message is mandatory when played - You can force the caller to hear the entire entrance message, even if agents are available. This is useful to let the caller know all calls are recorded, for example.
        
     • Audio - This allows for a selection of files to play in sequence.  Each file will play consecutively until all have been played. This is useful if you are informing the caller of company specials or FAQs. 
       
       
       • Default - Default system entrance message.
          
       • URL - URL to a stream of the audio to play.
          
       • Custom - Select uploaded announcement(s).
          
   • Estimated Wait Message - Uses the number of callers in queue, average call time, and the number of agents available to aproximate how long a customer will wait.  
     
     
      
     • Enable estimated wait message for queued calls - Enable or disable the estimated wait message.
        
     • Play updated wait message every ___ seconds - Update the caller every __ seconds.  If left blank, the caller will only hear the message when they first enter the queue.
        
     • Announce queue position - Give the caller the position they are in the queue ('You are caller number 3').
        
     • Play message for callers in queue position - Set a threshold for callers to hear wait time announcements if queue volumes get too high.
        
     • Play high volume message - Add a message stating there is a high volume of calls that may affect wait times.
        
     • Announce wait time - Give the caller the approximate time it will take for their call to be answered.
        
     • Play message for callers with a wait time of ___ minutes or lower - Set a threshold for callers to hear updates if the queue volume gets too high.
        
     • Default handling time ___ minutes per call - Define the average call length.  This will be used to determine the wait time for a caller.
        
   • Comfort Message - A message played at a specified interval to the person waiting in the queue.  If music on hold is enabled, it will be paused while this message plays.
     
     
      
     • Play Comfort Message - Enable or disable the comfort message
        
     • Time Between Messages ___ seconds - Set the frequency of messages
        
     • Audio - This allows for a selection of files to play.  Each file will play consecutively until all files have been played.
        
       • Default - Default system comfort message
          
       • URL - URL to a stream of the audio to play
          
       • Custom - Select uploaded announcement(s)
          
   • Music on Hold Message - Music on hold is played while the caller is in the queue.
     
     
      
     • Enable music or video on hold for queued calls - Enable or disable music on hold for callers
        
     • Audio - This allows for a selection of files to play.  Each file will play consecutively until all files have been played.
        
       • Default - Default system comfort message
          
       • URL - URL to a stream of the audio to play
          
       • Custom - Select uploaded announcement(s)
          
       • External - Allow an external SIP-enabled device to play music on hold.
          
   • Call Whisper Message - Premium Call Center only. This is a message the call center agent hears before connecting with the customer. This is useful to let the agent better identify which queue the call came from, or information about the call in general. 
     
     
      
     • Play Call Whisper message - Enable or disable the Call Whisper message.
        
     • Audio - This allows for a selection of files to play.  Each file will play consecutively until all files have been played.
        
       • Default - "New call from queue"
          
       • URL - URL to a stream of the audio to play
          
       • Custom - Select uploaded announcement(s)