Configuring 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.

Enable Announcements – The check box must be ticked to enable announcements.

Server – The announcement server that will service calls into the queue.

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.

Inter-Announcement Delay – The time delay between announcements in seconds. The Hold music for the queue will be played in between each announcement.

Third Announcement Interval – Used only if a third announcement needs to be played. This is the frequency of how often the 3rd announcement (GREETING3) is played instead of GREETING2. If the value is set to 4, the order of the greetings would be 1,2,2,2,3,2,2,2,3

Queue Identifier (In-Band) – When using in-band signalling integration, this value serves as the queue identifier matched against the in-band data received.

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.

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