Call Queue (Announcement Options)
Select Periodic Frequency
What Is Periodic Frequency?
- Periodic announcements are messages that play for callers in a queue after a set amount of time. If random announcements are turned off, the system will play these messages after the specified number of seconds.
What Is Periodic Frequency?
- Log in to your account and go to the ‘Settings’ icon on the left-bottom sidebar.
- In the ‘Administrator Settings’, find and click on ‘Call Queue’.
- Scroll down to ‘Announcement Options’ and click the ‘Configure’ button.
- In a popup window, you have the capability to configure the Periodic Frequency setting.
Select Announce Frequency
What Is Announce Frequency Time?
- This setting controls how often the system tells callers their place in the queue or how long they might have to wait. If you set the value to 0, the system would not make these announcements.
How To Set Announce Frequency Time?
- Start your experience by logging into your Account.
- Locate the ‘Settings’ icon present on the left-bottom sidebar.
- Navigate to the ‘Call Queue’ section in ‘Administrator Settings’.
- Scroll down to ‘Announcement Options’ and click ‘Configure’ to set how often the system makes these announcements.
- It allows you to improve your call queue management.
- Minimum Announcement Frequency sets the minimum time before the system repeats a caller’s position in the queue. It’s useful when a caller’s position keeps changing, so they don’t hear the same information too often.
Select Minimum Announce Frequency
What Is Minimum Announce Frequency?
- The minimum announce frequency dictates the duration before reiterating the caller’s queue position.
How To Set Minimum Announce Frequency Time?
- Initiate the login process by entering your account and click to the ‘Settings’ icon on the left-bottom sidebar.
- Navigate seamlessly to the ‘Administrator Settings’ and opt for ‘Call Queue’ to pinpoint the exact queue for configuring member delay times.
- Scroll down to ‘Announcement Options’ and click the ‘Configure’ button.
- Here, you can set how often the system repeats the caller’s position.
For example:
If announce hold time is 1:45 sec in a queue, and the minimum announce set at 20 sec, then it means for every announcement of hold time, it will decrease it by 20 sec, e.g., 1:45, 1:25, 1:05, 45, 25, 5, in case if no agent is available to pick a call it will start increasing it like 5, 25, 45, 1:05 and so on)
Note
Announce frequency and minimum frequency work together with announce hold time.
- Here you have the option to define the Minimum Announce Frequency time, providing a control over the intervals for caller position announcements within the call queue system.
Select Announce Hold Time
What is Select Announce Hold Time?
- This feature tells callers how long they might have to wait when all agents are busy. If the wait time is less than a minute, the system won’t make any announcement.
- Yes: The system will announce the hold time to each caller in the queue.
- No: The hold time will not be announced.
- Once: The hold time will be announced just once, usually at the start of the wait. After that, any further announcements for other callers will depend on the settings you’ve chosen for ‘Announce’ and ‘Minimum Announce Frequency’.
How To Set The Announce Hold time?
- Log in to your account and navigate to the ‘Settings’ icon.
- Next, proceed to ‘Administrator Settings’ and click ‘Call Queue’ to identify the targeted queue for configuring member delay times.
- Scroll down to ‘Announcement Options’ and click ‘Configure’.
- Select ‘Yes’, ‘No’, or ‘Once’ to set when the system announces hold times.
Select Announce Round Seconds
What is Announce Round Seconds in Call Queue Feature?
- This setting controls how exact the system is when telling callers their wait time. Instead of saying “1 minute and 23 seconds,” the system might round it to “1 minute and 30 seconds” for simplicity.
- This functionality streamlines communication by presenting rounded values during announcements.
How to Set the Announce Round Second?
- Log in to your account and click on settings.
- Navigate to ‘Administrator Settings’ and click ‘Call Queue’ to select the specific queue for the configuration of announce round seconds.
- Scroll down to ‘Announcement Options’ and click ‘Configure’
- Navigate downward within the interface to access the ‘Announce Round Seconds’ option.
- Click change button, select your required option here and click done.
