Announcements
The announcement section allows contact center personnel to pre-configure bundles of wav files to be used for situations like queue position announcement, the callbacks, Expected Wait time announcements, etc.
Creating a new announcement bundle
To create a new announcement bundle, navigate to Voice > Announcements and click the Create button.
Provide a name for your bundle.
On the announcements tab, upload your bundle containing all the mandatory and any optional audio files as described in this document.
Tip
Naming convention is case sensitive.
Queue position
These announcements inform the customer about their position in a voice call queue, before they are routed to an agent.
You may use a single file or a bundle of files.
Prepare a zip file of one audio file or a bundle of audio files.
The allowed filenames are:
| File name | Mandatory | Notes |
|---|---|---|
default.wav |
YES | The default announcement. |
1.wav |
No | The announcement for the first queue position. |
2.wav |
No | The announcement for the second queue position. |
3.wav |
No | The announcement for the third queue position. |
| N.wav | No | The announcement for the N-th queue position. Add as many as you wish to explicitly have announcements for. |
Callback offer
These announcements offer a callback to the customer from an agent, as an alternative to waiting in the queue.
Prepare one zip file comprised of two or more audio files. The allowed filenames are:
| File name | Mandatory | Notes |
|---|---|---|
offer.wav |
YES | The announcement explaining the callback option to the caller. |
confirmation.wav |
YES | The announcement confirming the callback request was successfully filed. |
offer_alternate_number.wav |
No | When the feature is enabled, this announcement lets the customer know. |
instructions.wav |
No | Instruct the customer about end the digit collection with the # key. |
invalid_number_repeat.wav |
No | Repeat message if the number is not valid. |
voicemail.wav |
No | When the feature is enabled, this announcement explains that the caller can record a short message which gets attached to the callback request. |
Expected wait time offer
These announcements stream the current estimated wait time to the customer. The system will use statistical queue and agent data from the past 10 minutes to calculate the estimated wait time. The allowed filenames are:
| File name | Mandatory | Notes |
|---|---|---|
around_1min.wav |
YES | When the EWT is around 1 min. |
around_Nmin.wav |
No | When the EWT is around N mins, where N can be one of the following values: 2, 3, 5, 10, 15, 20, 30, 45. |
more_than_45mins.wav |
No | When the EWT is more than 45 mins. |
Edit announcement bundles
Announcement bundle names cannot be modified upon creation, however, the underlying announcement files can be replaced.
For example, the Queue position bundles allow the deletion of files except the mandatory default.wav.
Tip
Uploading a file with the same name will overwrite the original file.
The default.wav can not be deleted as it is mandatory for the system to be able to fall back to it in case a file for the current queue position is not uploaded. Nevertheless, you may re-upload a different default.wav to change it.
Referencing bundles
Some announcements are referenced from Voice queue treatments, while others are linked to Campaigns.