In the Call Center settings - Voice Management module, you can upload multiple audio files to be played when users call in. The audio types that can be uploaded include:
- Queue entry prompt
- Queue waiting prompt
- Voicemail prompt
1. Voice Management
Menu：Management-Call Center Management-Call setting-voce management
Feature：
(1) The system supports custom audio file uploads.
(2) The audio files can be modified to include:
-
Queue entry prompt: The prompt played when the customer's call is connected, indicating they have entered the queue and are waiting for an agent to pick up.
-
Queue waiting prompt: The audio played while the customer is waiting in the queue.
-
Voicemail prompt: The prompt played when the customer enters the voicemail system, guiding them to leave a message.
2. Use with DID Number
When the user calling a DID number and the call is routed to an agent group, the selected audio prompt will be played.
3. Used When AI Transfers to Agent Group
Once the AI completes the call and the user answers, the user will hear the configured ringtone while waiting for the agent to connect.
4. Set up a Custom Routed Voice
For customized call routing, you can refer to the subsequent Customized Routing module