The wait-time step delays the call with optional audible feedback and keeps the caller waiting for the time specified in the step. The system administrator can specify the wait time in seconds, minutes, or hours. The administrator can also indicate the audio that the caller can hear when in the queue. The administrator can specify 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 caller can hear the music configured for music source on Global config. If no music source is specified for the office location, the contact center plays the audio configured in the global settings on the Configuration Server web portal.

• Ringback: The contact center plays a ringback tone.

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

• Audio extension defined in a variable: The contact center plays audio configured in a vector or a VDN variable.

The caller can hear optional audible feedback until the wait treatment changes or an agent becomes available.