Call Queue – Set Up Call Handling | Business Hours | Audio While Connecting | AT&T Office@Hand
This article provides information on how to set up audio while connecting during business hours. Incoming callers will hear the music selection that is configured with this setting. Call queues allow you to distribute calls to custom groups or departments you set up. Create a call queue when you want a specific group of users to share incoming calls. Only Account Administrators can set up and configure call queues.
Set Up Call Handling | Business Hours | Audio While Connecting
First, access the Call Handling section. Under Audio while connecting, select On to enable this feature. Callers will hear the selected music whenever the connection to the call queue takes more than a moment to complete.
The audio you set in this section is what the callers will hear while waiting for their call to be answered in a call queue.
- Click Set Audio.
- Choose from any of the following options:
a. Ring Tones
Note: Custom was selected for the example below.
Select Custom and click Browse.
Note: Recommended audio file formats are CCITT u-Law (G711a), 8kHz, 8 bit, mono. The allowed .mp3 formats are PCM, 8kHz, 16 bit, mono. It is recommended to use either .wav or .mp3 audio file formats, otherwise it will not work correctly.
Once you have selected the file, click Attach.
Preview the uploaded Voicemail greeting. Click the Record button to upload a different file or click the Download button to download a copy of the greeting.
- Click Save.
This feature interrupts the selected music while connecting every so often to play a preset or a custom announcement like a commercial. If you choose an interrupt time, you can then choose a standard interrupt prompt or record then upload your own custom prompt. You may also disable or set it to play only when the music ends.
- Click Interrupt Audio.
- Select how often the audio will be interrupted by a prompt. Click Done.
Note: If you select Never, your callers will only hear the audio that you have selected until a User picks up their call. If an interrupt time is selected, continue below.
If an interrupt time is selected:
- Click Interrupt Prompt.
- Select a standard prompt, record or upload your own custom Interrupt Prompt. Take Note of the allowed audio files when uploading your own prompt audio. Use the playback controls to listen to the prompt options.
- Click Save.
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Keywords: call queue, call handling, audio while connecting, set up, setup, interrupt audio, interrupt prompt, 10905
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