Cloud Phone Systems
Agent Announcements Before the Call Connects
An agent announcement plays a short recorded message to the agent before a queue call connects – “Spanish line”, “billing queue” or “priority client” – so they know what the call is about before they say hello.
Know the call before you answer it
An agent who is in several queues can't tell from the ring whether the next caller wants sales, support or billing. They answer with a generic greeting and then ask. With an agent announcement, the agent hears a few words first – for example “Service queue”, “Spanish line” or “Priority client – contract renewals” – and answers the right way, with the right screen already open.
It also helps agents prioritize: when they know a call is from a priority queue, they can take it first.
Accept or return the call
The announcement works together with request confirmation. After the message, the agent presses a key to accept the call. If they don't – because they stepped away or the call isn't theirs – the call goes back to the queue for the next agent instead of being lost.
How it is set up
- Record the announcement for the call queue – by phone, by having the system call you, or by uploading a file. You can play, download and replace it any time.
- Turn on request confirmation for the agents who should hear it, in the queue's agent settings.
We record and set up announcements for your queues when we build your call center, and change them whenever your campaigns change.
Agent Announcements
Agent announcements
Message per queue
Agents hear which queue or campaign the call is from.
Request confirmation
The agent accepts the call with a key press.
Back to the queue
Unaccepted calls go to the next agent.
Easy to change
Record by phone or upload a file.
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“We have used Vulcan for years for our dermatology practice. They are excellent. Always respond asap . Very easy to work with and great customer service !!”
FAQ
Agent Announcements questions
Does the caller hear the announcement?
No. Only the agent hears it before the call connects.
What if the agent doesn't accept the call?
With request confirmation on, an unaccepted call returns to the queue and goes to the next available agent.
Can each queue have its own message?
Yes. The announcement is recorded per call queue.
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