Configuring

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CyCX - Configuring a Queue - The Announcements Tab

The Announcements tab configures the order and duration of announcements made to callers while they are in the queue, as well as the call routing options.

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Announcement Type – Determines what will be announced.

• Queue Position – Plays the first announcement using the queue’s greeting1, followed by repeat and third announcements of the call’s position in the queue.

• Simple Message – Plays the queue’s greeting1, greeting2, and greeting3 files for the queue announcements.

• Wait Time – The same as Queue Position but also announces the expected wait time at the end of greeting1 first announcement.

First Announcement Must Be Played – Ensures the First announcement is played to the caller even if an agent is already available to take the call.

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