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How do I add a sound clip to a call queue for agents or callers?

    Give agents additional context on an incoming call by playing a sound clip before they are connected to the caller, or play a periodic message in addition to hold music for callers waiting in the queue.
    Before you begin: You must be set up as a user and be assigned the admin role. This can also be done from your admin portal if you have access permissions.

    Play sound clip to agents in a call queue

    1. Record or upload your sound clip.
    2. Sign in to our GoTo desktop/web app.
    3. From Contact Center > Admin > Call Queues, select the queue that needs a Pre-Call Announcement.
    4. From Queue Behavior > Agent Settings, select the desired Pre-Call Announcement sound clip.
    5. Click Save.

    Play sound clip to callers in a call queue

    1. Sign in to our GoTo desktop/web app.
    2. From Contact Center > Admin > Call Queues, select the queue that needs a Periodic Announcement Message.
    3. From Queue Behavior > Caller Settings, select the desired Periodic Announcement Message sound clip.
    4. Set the desired Periodic Announcement Frequency (how often the sound clip will play).
    5. Optional: Enable Say Hold Time to include the estimated hold time with the sound clip.
    6. Click Save.
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