Customizing announcements

Last Updated : Nov 26, 2020 |

About this task

The announcements and actions provided to a caller can be customized using the Queued and Still Queued start points.

  • The Queued start point replaces the default Announcement 1.

  • The Still Queued start point replaces the default Announcement 2.

    It is important to note that unconnected results in Queued and Still Queued call flows will return the caller to the queue rather than disconnect them. An attempt to return the caller using a Transfer or similar action places the caller at the back of the queue as a new call.

  • Do not use customized start point call flows for Queued and Still Queued if the Synchronize Calls option is enabled for the hunt group in the IP Office configuration. In such a case, the only option that Voicemail Prosupports is the playing of prompts.

To customize announcement 1 for a specific group:

Procedure

  1. In the Start Points Navigation pane, select Groups. If necessary add a Queued start point for the required group.
  2. Select the group's Queued start point.
  3. Add the required actions to the call flow and link them. To just play a message use a Generic action.

    • Do not use customized start point call flows for Queued and Still Queued if the Synchronize Calls option is enabled for the hunt group in theIP Office configuration. In such a case, the only option that Voicemail Prosupports is the playing of prompts.

  4. Double on the actions added and on the Entry Prompts tab add the prompts required using the Wave Editor.
  5. Click OK to save the changes.
  6. Click Save and make live
  7. Any caller queuing for the selected group will hear the new announcement when they first join the queue.

Next Steps

To customize announcement 2 for a specific group:

As above but use the Still Queued start point.

Related information
Hunt group voicemail