Queue Progress

A Queue is able to play progress messages to callers that are waiting in a Queue.

You can play a simple 'position in queue' announcement (recommended) or you can also announce the estimated wait time (not recommended).

Only larger contact centres should enable 'Estimated Wait Time' as for small call centres the estimate is likely to be wildly inacrurate.

To enable position in queue announcement simply select the desired frequency and leave all other values to the default (mostly blank) values.

To enable 'Estimated Wait Time' announcments, select a Frequency and then select 'yes' from the Announce Wait Time droplist.

Over-riding standard messages (advanced)

If you have some particular requirements you can replace the standard position messages with your own custom Messages which you have uploaded via the Business Message Manager.

The main reason you would want to do this is if you have a particular 'voice' that you want to use to play all of your messages.

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