HELP FILE

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

You must have admin or super admin permissions.

Play sound clip to agents in a call queue

Give agents additional context on an incoming call by playing a sound clip before they are connected to the caller.

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  1. Record or upload your sound clip.
  2. Log in at https://my.jive.com/pbx.
  3. Click Call Queues in the left sidebar and then choose the call queue that requires 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

Play a periodic message in addition to hold music for callers waiting in the queue.

Watch Video
  1. Log in at https://my.jive.com/pbx.
  2. Click Call Queues in the left sidebar and then choose the call queue that requires 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.