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Welcome message
Setting What the setting does
Play an entrance message Plays a welcome message to callers.
An entrance message is
mandatory when played
Plays the welcome message even if a caller doesn't have to wait in a
queue.
Audio You can choose one of the following options:
l Use the default system message
l Provide the links to up to four messages
l Upload up to four custom messages
If you enter more than one message, the messages are joined together
before they're played.
Estimated wait
Setting What the setting does
Enable an estimated
wait message for
queued calls
Plays a message to callers to inform them of their place in the queue or how
long they are likely to be waiting.
Play an updated wait
message every
Plays the estimated wait message at the specified intervals.
Announce the callers
queue position
Informs the caller of their position in the queue if they are at or below the
position shown here.
If the call is above this position, you can choose to play a message informing
the caller that there is a high volume of calls.
Announce the wait time Informs the caller of their estimated wait time if it is at or below the time
shown here.
If the wait time is above this time, you can choose to play a message
informing the caller that there is a high volume of calls.
The estimated waiting time for a call is calculated using call centre data if this
is available. If not, the default handling time shown here is used.
On-hold comfort message
Setting What the setting does
Play an on-hold
message
Plays a comfort message to callers at the interval shown here, for example to
reassure callers that their call is important and will be answered soon.
One Net Service Portal for administrators
One Net Service Portal - Version 1.0/3 June 2016
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