Help Center/ Cognitive Engagement Center/ User Guide/ Tenant Administrator Guide/ Enabling Manual Services/ Voice and Video Services/ Maintaining a Tenant Space Skill Queue/ Configuring the Queue Waiting Tone
Updated on 2024-10-12 GMT+08:00
View PDF
Share

Configuring the Queue Waiting Tone

After a skill queue is added, a tenant administrator can customize the queue waiting tone for the skill queue.

Prerequisites

The skill queue to be configured is of the voice or video type.

Business Scenarios

  • A prompt tone needs to be played when a customer is waiting in a queue before being connected to an agent.
  • A prompt tone needs to be played when a customer is waiting in a queue after an agent transfers the inbound call.

Procedure

  1. Upload the customized queuing tone.

    For details, see Managing Voice and Video Resources. Set Usage Scenario to tone.

  2. Contact the system administrator to approve the uploaded queue waiting tone.

    After the waiting tone is approved, go to the next step.

  3. Choose Configuration Center > Employee Center > Skill Queue, select a voice or video skill queue, and click Edit in the Operation column.
  4. Click to expand Skill Parameter Configuration.
  5. Under Queuing and waiting configuration, click Queuing Method and choose Customizing the Wait Tone.
  6. Click Please select a waiting tone, select the approved prompt tone, and click OK.
  7. Click Save.