Overview
Announcements are pre-recorded audio files to be played for Leads. They require a PBX Recording from the Audio Library.
Contents
Adding an Announcement
1.) Click the Phone System main menu.
2.) Click the Announcements menu option.
The Show Announcements page will open.
3.) Click the Add Announcement button.
The Add Announcement page will open.
4.) Configure the Announcements Options.
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(A) Description:
Enter a short descriptive title for the Announcement. This is how it will appear throughout the Account. -
(B) Repeat:
Assign a key for Leads to press to replay the Announcement. When enabled, a short delay will be inserted after the message. If a longer delay is needed, it should be incorporated into the recording. -
(C) Allow Skip:
When enabled, the caller can press a key to skip the message. -
(D) Return to IVR:
If this Announcement is connected to an IVR and this option is enabled, the destination below will be ignored, and instead, the Lead will be returned to the IVR. Do not enable if not using an IVR.- The IVR return location will be the last IVR in the call chain that was called, so be careful to only check when needed. For example, if an IVR directs a call to another destination that eventually calls this Announcement and this option is enabled, it will return to that IVR, which may not be the expected behavior.
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(E) Don't Answer Channel:
Check this to prevent the channel from being explicitly answered. When enabled, the message will be played, and if the channel is not already answered, it will be prematurely delivered. When disabled, the channel is answered, followed by a one-second delay. That one-second delay may not be desired when using an announcement from an IVR or other sources that have already answered the channel. -
(F) Recording:
Select the message Leads will hear in this drop-down.
5.) Configure the Announcements Destination.
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(A) Destination options include:
- Announcements: Plays a pre-recorded audio file.
- Call Center Queues: Routes to any of your Call Center Queues.
- Callback: Routes to a Callback which has a destination of its own.
- Conferences: Routes to one of your PBX Conferences.
- Conversational AI: Routes to a Virtual Agent.
- Directory: Routes the call to a User Directory.
- Extensions: Routes the call to a specific Agent's extension.
- External Numbers: Routes the call to an external number.
- IVA (Virtual Agent): Routes the call to a Voso.ai Campaign.
- IVR: Routes the call to an IVR.
- PBX Queues: Routes the call to one of your PBX Queues.
- Queues Priority: Routes call to one of your PBX Queues Priorities.
- Ring Groups: Routes to one of your Ring Groups. Which are used to ring multiple Extensions simultaneously or in sequence.
- Terminate Call: Ends the call as Busy, Congestion, or Hangup.
- Time Conditions: Routes to one of your Time Conditions.
- Voicemail: Routes to a specific Agent's Voicemail box.
- (B) The options in this drop-down are depend on the selection in (A).
6.) Click the Apply Changes button.
A notice will open, prompting you to reload the PBX to activate your changes.
7.) Click the Close button.
8.) Click the Phone System main menu.
9.) Click the Reload PBX menu option.
A Confirmation window will open.
10.) Click the Reload button.
The Reload PBX page will open. Changes may take up to fifteen minutes to take effect.