You can add recorded audio messages or music to use them when the call is on hold or in the queue. On the Announcements screen, you can add and delete announcements, manage announcement configuration, and view announcement details.

If you want a caller to hear an announcement, select the added announcement as a default music source on the Global Configurations screen. If you do not specify a music source, callers hear dial tones.

If you want to use an audio file as Music on Hold, you can configure the required announcement on the Agent Profiles screen. The Agent Profiles settings override the Global Configurations settings. You can also assign the configured announcements to the required skills on the Skills screen. The Skills settings override all other settings for Music On Hold.

If you specify an announcement for queue music, you must select an appropriate audio file and add an announcement vector step as the first step on the Vectors screen. The Vectors settings override the Global Configurations settings. You can also assign the added announcements to VDNs on the Vector Directory Numbers screen. The caller hears an announcement when the Routing Core Server redirects the call to the corresponding VDN. The VDN settings override all other settings for queue music.