help • 7 Queue extension • Announcements and music on hold
7.3 Announcements and music on hold
During the time in which a caller is waiting in the queue, several different announcements can be played. The following table shows the type of announcements or messages that can be played to callers. The announcements are listed in the order a caller will hear them. It will only be played when the specific announcement option is enabled, see also 7.5.8 Announce queue position and 7.5.14 Music on hold.
Announcement
Played
Description
Ringback tone
Before caller enters the queue
When enabled, the caller will hear a ringback tone once before entering the queue.
Introduction
When caller enters the queue
When enabled, an introduction message is played to the caller when entering the queue, see 7.5.16 Queue introduction.
Queue position
Every X seconds
When enabled, all callers will be informed on their position in the queue every X seconds, see also 7.5.8 Announce queue position..
Infotainment
About one minute after the introduction
When enabled, an infotainment announcement will be played 60 seconds after the introduction is finished playing, see 7.5.15 Infotainment.
Ringing tone or Music on hold
Else
When none of the above announcements are played, the caller will hear either a ring tone or music while waiting in the queue, see 7.5.17 Ringback tone and 7.5.14 Music on hold..