Contact Center Agent Announcements

Overview

The Announce to Agent feature plays a short audio message to a queue agent before a call is dispatched to them. This gives agents a moment to prepare with context about the call they are about to take. It is particularly useful where agents handle calls from multiple queues or campaigns and benefit from knowing which line the call is coming from before answering.

How It Works

When a call is about to be dispatched, the system plays the configured message to the agent first. The call only connects after the agent has heard the announcement. For this to function, the Request Confirmation setting must be enabled on the queue agent.

Rules

• Request Confirmation must be enabled under Queue Agent settings inside the Edit Agents area of the relevant Call Queue. Without this the message will not play.
• An Announce to Agent message must be recorded specifically for the Call Queue where the feature will be used.

Practical Example

A message could say “This caller is responding to Postcard Campaign 2315” or “This is a call from the Northwest Sales Line.” It is also effective for agents active in multiple queues simultaneously, helping them prioritize higher-priority calls when several are ringing at once.

Configuring the Announce to Agent Message

1. In the PBX Portal, go to Domain and select Call Queues.
2. Click the name of the Call Queue you want to configure.
3. Under Message to Agent, click the round red Record icon.
4. Enter the phone number for the system to call to record the message, then click the handset icon.
5. Check the Request Confirmation checkbox.
6. Click Save. To verify, click the Call Queue name again to access the play and download buttons.

Enabling Request Confirmation for a Queue Agent

1. In the PBX Portal, go to Domain and select Call Queues.
2. Click the agent count link under the Agents (Available) column.
3. To add a new agent, click Add Agent and enter a phone number in the Agent Phone field.
4. To edit an existing agent, hover over their entry and click the pencil icon.
5. Check the Request Confirmation checkbox.
6. Click Save, then click Done. The setup is complete and ready to test.