Help Center/ Customer Engagement Center/ User Guide/ Tenant Administrator Guide/ Enabling Manual Services/ Other Configurations/ Configuring the Customized Tone (Agent Ringback Tone)
Updated on 2025-11-07 GMT+08:00
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Configuring the Customized Tone (Agent Ringback Tone)

The customized tone (agent ringback tone) is centrally configured by a tenant administrator. The ringback tones of all agents in the tenant space are the same.

Prerequisites

  • A voice file whose Usage Scenario is tone is available on the Configuration Center > Resource Management > Audio and Video page.
  • Some operations under the current menu are controlled by separate permissions. If related operation permissions are not configured, the corresponding operations are not supported. For details about the operation permissions that can be configured separately, see Table 1.

Context

After a call is allocated to an idle agent, the agent ringback tone is played to the calling party before the agent answers the call.

Procedure

  1. Sign in to the AICC as a tenant administrator and choose Configuration Center > Workbench Configuration > Prompt Information.
  2. Click Edit to configure an agent ring back tone.

    • Agent Ring Back Tone: Select Customization.
    • Select Note File: Select an uploaded voice file and click OK.

      The options are as follows:

      • Tenant administrator: Customized note files of Unorganized and all OUs under the current tenant are available.
      • Common agent:
        • When the tenant parameter Has the tenant enabled inter-organization data isolation enforcement is set to Yes, customized note files of accessible OUs are available.
        • When the tenant parameter Has the tenant enabled inter-organization data isolation enforcement is set to No, customized note files of the owning OU, accessible OUs, and Unorganized are available.
    Figure 1 Agent Ring Back Tone Configuration

  3. Click Save.
Parent topic: Other Configurations