Waiting For An Agent

Updated: April 8, 2024

Go to: Contact Center > Queues

In our last article, Finding An Agent, we covered call distribution strategies, auto answer, agent & queue timeouts, max callers, empty queues and follow me calling. Let's continue with the third of four main parts: Waiting For An Agent.

Hold Music. This feature allows music to be played while callers are on hold.
(To add music, go to PBX > Audio Files to record by phone or upload .wav files.)

Ringing Instead of Music on Hold. Enabling this feature bypasses any hold music and only ringing is heard until the call connects to an agent.

Ringing When Calling Agents. Enabling this feature allows the caller to hear ringing only when the queue has found an agent and is attempting to ring their webphone. 

Agent Pre Connect Announcement. This feature allows for a custom audio recording to be played to the agent before connecting to the queue call. The same steps provided for hold music apply here as well.

Periodic Announcement. This feature allows for an audio file to periodically repeat to waiting callers. These can be recordings for ads, announcements, business hours, thanking them for their patience, etc.

Periodic Announcement Frequency. This settings (in seconds) determines how often the periodic announcement is to be played.

Breakout IVR. An IVR is an internal touch-tone destination that redirects calls to other destinations. If an IVR has been created, it can be selected for this feature.

Callback Queue. Callback queues allow callers waiting on hold to enter a phone number and be called back instead of waiting on the phone. If a callback queue has been created, it can be selected for this features.

Failover Destination. Failovers are contingency destinations that redirect calls in the event a destination times out. Failover destinations can be other agents, queues, ring groups, IVRs, voicemails, etc.

Next Article: Connected to Agent