Adding a WAIT-TIME vector step

Last Updated : Nov 08, 2022 |

About this task

Add a wait-time vector step to delay the call for a specified period of time. You can specify audio tones that the caller hears when waiting. The caller can hear audible feedback until the wait treatment changes or an agent becomes available.

Procedure

  1. On the Configuration Server web portal, go to Administration > Contact Center > Vectors.
  2. At the top-right corner of the Vectors screen, click the Add icon.

    The Configuration Server displays the vector configuration fields.

  3. On the top half of the screen, configure the required fields.
  4. On the bottom half of the screen, in the drop-down box on the left of the row, select wait-time.
  5. In the next drop-down box, specify the time for which the contact center delays the call with audible feedback.

    The value range is 0 through 999 for seconds, 0 through 480 for minutes, and 0 through 8 for hours.

  6. In the next drop-down box, select the required time unit.
  7. In hearing, to play the first audio tone to the caller, select one of the following:

    • music: The contact center plays audio configured for the current VDN extension. If the VDN extension does not have an associated audio source, the contact center plays the audio configured on the Global Configurations screen of the Parameters tab.

    • ringback: The contact center plays a ringback tone.

    • silence: The contact center does not play any audio.

    • Announcement extension: The contact center plays the specified announcement.

    • Audio extension defined in a variable: The contact center plays the specified announcement or an audio configured in a vector or a VDN variable. You can configure VDN and vector variables on the Vector Directory Numbers and Vector Variables screens of the Contact Center tab.

  8. Optional If you selected an audio tone defined in a variable, in then, select the second audio tone.

    The contact center plays the second audio tone if it cannot play the first audio source or does not connect the caller to an agent in the specified period of time.

    You can select continue for the contact center to repeat the first audio tone.

  9. Optional Configure the required vector steps.
  10. At the top-right corner of the screen, click Commit.

    The Configuration Server saves the vector configuration and redirects you to the Vectors screen.

Related information
Adding vectors