08/14/18 17:54 PM  

Call Queue - Set Up Call Handling | Business Hours | Audio While Connecting | RingCentral

« Go Back

Article

 
SummaryThis article provides information on configuring the audio while connecting during call queue hours. Callers will hear the selected music whenever the connection to the call queue takes more than a moment to complete.
Details
 

Set Up Call Handling | Business Hours | Audio While Connecting


NOTE: Only Account Administrators or a Call Queue Manager can set up and configure call queues.

Callers will hear the selected music whenever the connection to the call queue takes more than a moment to complete. 

1. Under the Admin Portal, go to Phone System and then click Groups. On the Group's List, select the Call Queue group that you wish to modify. Click Greeting & Hold Music

hold music

2. Under Business Hours > Audio While Connecting, tick the checkbox of Enable option for this feature to take effect. 

enable audio while connect

 
 

Set Audio

The audio you set in this section is what the callers will hear while waiting for their call to be answered in a call queue.

1. Click Edit.

click edit

2. Choose from any of the following options:

a. Ring Tones
b. Music
c. Custom

choose audio

Selecting Custom will let you upload your own audio file. Click Browse and select your audio.

browse - done

NOTE: Recommended audio file formats are CCITT u-Law (G711a), 8kHz, 8 bit, mono. The allowed .mp3 formats are PCM, 8kHz, 16 bit, mono. It is recommended to use either .wav or .mp3 audio file formats, otherwise it will not work correctly.

3. Click Done.
 

Interrupt Audio

This feature interrupts the selected music while connecting every so often to play a preset or a custom announcement like a commercial. If you choose an interrupt time, you can then choose a standard interrupt prompt or record then upload your own custom prompt. You may also disable or set it to play only when the music ends. 

1. Go to Interrupt Audio.

interrupt audio

2. Select how often the audio will be interrupted by a prompt from the drop-down list. 

select interruption

NOTE: If you select Never, your callers will only hear the audio that you have selected until a User picks up their call. If an interrupt time is selected, continue below.

If an interrupt time is selected:

3. To change the default prompt, click Edit.

click edit

4. Select a standard prompt, record or upload your own custom Interrupt Prompt. Take note of the allowed audio files when uploading your own prompt audio. Use the playback controls to listen to the prompt options.

select interrupt propmt

5. Click Done.

 

See Also:


Call Queue - Set Up Call Handling for Business Hours and After Hours
Call Queue - Set Up Call Handling | Business Hours | How calls get transferred to group members
Call Queue - Set Up Call Handling | Business Hours | Hold Music
Call Queue - Set Up Call Handling | After Hours
Ranking
Was this information helpful?
Yes
No
Somewhat

Tell us why and what can we do to improve this information