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 Hold Waiting Tone
Updated on 2024-10-12 GMT+08:00
View PDF
Share

Configuring the Hold Waiting Tone

After a skill queue is added, a tenant administrator can customize the hold 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 an agent holds a voice call with a customer.

Procedure

  1. Upload the customized hold waiting tone.

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

  2. Contact the system administrator to approve the uploaded hold 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 Keeping and waiting configuration, click Keeping Method and choose Customizing the Keeping Tone.
  6. Click Please select a keeping tone, select the approved prompt tone, and click OK.
  7. Click Save.