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Call Center Agent Announcements

Concept of Call Center Agent Announcements by Vulcan Telecom

Call Center Phone Services

 

How can you help assist frontline agents in preparing and handling calls efficiently?

Using Announce to Agent may be the solution.

This method allows you to play a message to the queue agent before the agent receives the call.

 

This achieves the goal of providing queue agents with an additional level of knowledge about the call.

And they gain this knowledge before actually receiving the call.

Many real-world applications have such information before the call is made.

Especially in a call center environment, this is very useful.

Call Center Phone Services
Call Center Agent Announcements

Definition of Call Center Agent Announcements

 

A feature that allows the system to query the caller to determine if they want to answer the call or have the call return to its previous destination is called Request Acknowledgement.

Rules of Call Center Agent Announcements

 

If we need the system to play a set notification to the agent before answering the call, we need to set this up. Confirmation of the request must be set under the Call Queue Agent in the Call Queue Agent Edit area.

 

Example of Call Center Agent Announcements

 

So, what is the real-world use of this call center functionality from Vulcan Telecom?

Let's imagine a company that needs to inform its agents more about the details that are associated with a given call and allows the agent to pre-prepare other data from the system that they will need as a basis for the call during the call answering process.

Thus, the agent will hear, for example, "Contact for Contract ID 32587" or "Completion of Contract AZ 785 - 987" or "Priority Client - Contract 785 WDR" before receiving the call.

Such information prior to receiving a call will help to organize call queues more efficiently. Based on such notification, the agent can decide on the priority of the call and thus primarily select the higher priority call within the assigned queues.

Call Center Agent Announcements

PBX Portal Configuration for Call Center Agent Announcements

 

For the message to be played to agents before they receive calls, the Announce to Agent message must be recorded for a specific call queue.

You then need to ensure that the system actually plays the Announce to Agent message. For the system to behave in this way, you must enable request acknowledgement under the queue agent.

This setting can be found in the Edit Call Queue Agents area.

 

Announce to Agent Message Configuration

1
The settings for configuring the Agent Notification message can be found in the PBX Portal from Vulcan Telecom. Just go to your domain and select call queues there.
2
In the call queue settings, we select the specific queue we want to make the settings for and click on it.
3
This will open a window in which we can click on the red icon next to the item in the basic tab under Message to Agent.
4
This will give us access to a field to enter the number we want to call to facilitate the recording.
5
After entering the desired number, we confirm by clicking on the telephone handset icon next to the number we have entered.
6
We will then save this setting by clicking the "Save" button to return to the Call Queue page
7
After this upload, when checking the Announce to Agent message in the same place, we will see, in addition to the red upload icon, the icons to play the recorded announcement, as well as the option to download it to local storage. Using the red icon, we can change the content of the announcement to a new one in the same way as the initial recording.
Announce to Agent Message Configuration

Queue Agent’s Request Confirmation Attribute Configuration

1
Now we have the Agent Notification message ready, and we still need to ensure that this message is played when it is needed. We do this by setting it up under the queue agent. The settings are made in the Edit Call Queue Agents area by selecting Confirm Request. This will ensure that the message is played.
2
The settings for configuring the Request Confirmation can be found in the PBX Portal from Vulcan Telecom. Just go to your domain and select call queues there.
3
Here, after clicking on the number of agents, in the Agents (available) column, we will see the configuration window.
4
If we want to add a new call queue agent, we need to click on "Add Agent" and then enter the necessary information which is the agent number in the Agent Phone field.
5
In case we are going to edit an existing agent, we find the one we are interested in in the list of agents and use the pencil icon to open the Agent Edit window.
6
On the open Agent tab, we make the Request Confirmation field settings by checking the field. This setup execution is the same when adding a new agent and when editing an existing agent.
7
After saving the settings and confirming the whole process with the "Done" button, we are done.
8
This ensures that the previously recorded Announce to Agent Message will be played before the call is answered within the call queue thanks to the activation of the Request Confirmation Attribute setting.
Queue Agent’s Request Confirmation Attribute Configuration
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