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. |
Note
Download a sample position in queue bundle here.
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 informing the customer that they can request a callback. Ensure you specify the callback request key configured for your tenant here. This offer is streamed to the customer only if the feature is enabled and they do not already have a callback request. |
confirmation.wav |
YES | The announcement confirming the callback request was successfully filed. |
offer_alternative_number.wav |
No | When the feature is enabled, this announcement lets the customer know they can provide a different number. The customer must be informed to press 1 to offer a different number or 2 to schedule the callback with the number they are calling from |
instructions.wav |
No | Instruct the customer to type in their alternative phone number and to end the digit collection with the # key. This is only streamed to the customer if they opted-in for teh alternative number feature and pressed 1. |
invalid_number_repeat.wav |
No | Repeat message if the number the customer provided is not valid. |
voicemail.wav |
No | When the feature is enabled, this announcement explains that the caller can record a short message after the tone which gets attached to the callback request. The caller can end the speech recording by pressing the callback request key or ending the call. |
Note
Download a sample callback announcement bundle here.
Streaming order of announcements if all features are turned on:
- Offer.wav -> offer_alternative_number -> instructions.wav -> invalid_number_repeat.wav -> voicemail.wav -> confirmation.wav.
Streaming order of announcement if no additional features are turned on:
- Offer.wav -> confirmation.wav
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. |
Note
Download a sample Estimated wait time bundle here.
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.