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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Enable Announcements – The check box must be ticked to enable announcements.
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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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Call Routing – During the announcement the caller can be prompted to press a digit to indicate a selection of a service. The calls can then be routed to the Appropriate Queue. In the Screenshot we can see that if the caller presses 0 during the first announcement, it will be routed into the NIGHT MSG queue. Note that the pull-down menu on the top of the screen allows us to configure different options for each of the Announcements.
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For other Configuring a Queue Tabs see here:
Configuring CyCX - Configuring a Queue - The General Admin Tab
Configuring CyCX - Configuring a Queue - The Agents Tab
Configuring CyCX - Configuring a Queue - The Skills Tab
Configuring CyCX - Configuring a Queue - The Schedule Tab
Configuring CyCX - Configuring a Queue - The Announcements Tab
Configuring CyCX - Configuring a Queue - The Completions Tab
Configuring CyCX - Configuring a Queue - The Overflows Tab
Configuring CyCX - Configuring a Queue - The Other Tab for Specialised Customisation