Defining Prompt Settings

You must have rights to modify the queue or to create queues.

You use this procedure to define prompt settings for phone and chat queues.

  1. On the System Configurator main screen, choose Queue Management > Queues.
  2. Search for the queue whose settings you want to configure.

    The search result list appears.

  3. Choose the queue by double-clicking it.
  4. Choose Prompts.
  5. Configure the settings according to the following table.

    Queue Type

    Field

    Function

    Phone and chat

    Queue Position Multiplier

    This setting is for advanced use only.

    Enter the multiplier for the numeric values that follow the dynamic PositionInQueue.wav prompt file. For example, if the value is 2.0 and the actual estimated position in the queue is 10, the caller hears that the position in the queue is 20. The default value is 1.0, which means that callers hear their actual estimated position.

    Phone and chat

    Waiting Time Multiplier

    This setting is for advanced use only.

    Enter the multiplier for the numeric values that follow the dynamic AverageWaitingTime.wav prompt file. For example, if the value is 2.0 and the actual estimated waiting time in the queue is 10 minutes, the caller hears that the average waiting time is 20 minutes. The default value is 1.0, which means that callers hear their actual estimated waiting time.

    Phone

    No. of Times QueueFull Is Played

    Enter the number of times the QueueFull.wav prompt file is played before disconnecting the call. The default value is 3.

    Phone

    No. of Times ServiceClosed Is Played

    Enter the number of times the ServiceClosed.wav prompt file is played before disconnecting the call. The default value is 3.

    Phone and chat

    Limit Values for Waiting Time

    This setting if for advanced use only.

    Enter the time range that follows the dynamic AverageWaitingTime.wav prompt file. The default values are 1 (the start value) and 60 (the end value), which means that the waiting time can be from one to 60 minutes.

    Phone and chat

    Limit Values for Queue Position

    This setting if for advanced use only.

    Enter the position range that follows the dynamic PositionInQueue.wav prompt file. The default values are 1 (the start value) and 500 (the end value), which means that the queue position can be from one to 500.

    Phone and chat

    Limit Values for Agents Serving in Queues

    This setting if for advanced use only.

    Enter the time range that follows the dynamic AgentsServingInQueue.wav prompt file. The default values are 1 (the start value) and 10000 (the end value), which means that the number of agents can be from one to 10000.

  6. Save your entries.