Adding announcements

Last Updated : Aug 04, 2023 |

About this task

Add announcements and use them as Music On Hold or queue music. Configure the added announcement depending on the type.

On the Configuration Server web portal, go to Administration > Contact Center > Announcements.
At the top-right corner of the Announcements screen, click .

The Configuration Server displays the announcement configuration fields.
On the top half of the screen, in Extension, type an extension number for the announcement.

You can type a maximum of 16 digits.

The contact center uses the extension number as a unique ID for announcements. When agents dial this number, they can hear an intercept tone.
In Name, type the announcement name.

You can type a maximum of 35 Unicode characters.
In Description, type a short description for the announcement.

You can type a maximum of 50 Unicode characters.
Optional To enable protected mode for the announcement, select Protected.

You cannot edit a protected announcement from the agent phone or file server.
Click Permission Sets (COR) and select the permission set for the announcement from the CORs pane on the right.

You can configure permission sets on the System tab.
In Upload Audio File, click Choose File and select the audio file.

The file must be in the .wav format and encoded with G.711.
At the top-right corner of the screen, click Commit.

The Configuration Server saves the announcement configuration and redirects you to the Announcements screen.

To configure Music on Hold, assign the created announcement to an agent profile or a skill.
To configure queue music, add announcement as the first vector step or assign the created announcement to a VDN.

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