SUP 1.5 المكالماتer Experience tab

Announcements

Setting	The application's own description
Join Announcements	"Play a message when callers join the queue." Selector placeholder: حدد announcement.
Wait Music	"Play music while callers are waiting for an agent." Selector placeholder: حدد wait music.
Comfort message	"Play periodic messages during queue wait time." Selector placeholder: حدد comfort message.
Comfort message frequency	"How often comfort messages are played." Observed default: Once.

An **زر إضافة sits at the end of the Announcements block.

المكالماتback الإعدادات

In-Queue المكالماتback, "Enable callbacks for waiting callers", is the master switch. Beneath it the settings are grouped under two headings.

RETRY & EXPIRY

Setting	افتراضي	What it sets
المكالماتback retry interval		"Time between callback attempts."
Max retry attempts	3	"Maximum callback retries."
المكالماتback expiry	24 Hours	"How long a callback request remains valid." Options: 1 Hour, 2 Hours, 4 Hours, 8 Hours, 12 Hours, 24 Hours, 48 Hours, 72 Hours.
Retryable Outcomes		Which failed attempts count as retryable: No answer, Busy, Voicemail, الوكيل Unavailable.

ROUTING & QUEUE HANDLING

Setting	افتراضي	Options and meaning
Routing Mode	Customer First	"Defines how callback interactions are connected." Options: Customer First, الوكيل First, Simultaneous.
المكالماتback Queue Handling	Original Queue	"Determines where callback requests are managed." Options: Original Queue, المكالماتback Queue, Priority Queue.

Setting	افتراضي	Options and meaning
Announce Position	Off	With its own Announce Position frequency, "Frequency of queue position announcements."
Announce avg wait time	Off	With its own Announce avg wait time frequency, "Frequency of wait time announcements."

حدد Save to apply.

اختر Routing Mode with your agents' time in mind, not just the customer's. Customer First rings the customer and only then engages an agent, so the agent is not left holding a dead line, but the customer answers to silence. الوكيل First does the reverse and guarantees the customer hears a person immediately, at the cost of agent time when the customer does not pick up. Simultaneous is fastest and wastes the most. If your callback list is long and your agents are few, Customer First protects the scarcer resource.

Configure In-Queue المكالماتback before you configure anything else here. Of everything on this tab, it is the one setting that reduces abandoned calls rather than making the wait more pleasant. Announce Position and Announce avg wait time work in the same direction: a caller told the wait is eight minutes makes an informed decision, whereas a caller hearing only music forms their own estimate and usually hangs up sooner.

Load the audio into the مكتبة الصوت first. Use Upload here for a one-off, but keeping greetings and wait music in the مكتبة الصوت (see المقسم الآلي 9) means you can reuse and version them across queues.

Figure key, Queue المكالماتer Experience

1. المكالماتer Experience tab, selected.
2. Announcements heading.
3. Join Announcements control, audio selector and Upload.
4. Wait Music control, audio selector and Upload.
5. Comfort message control, audio selector, Comfort message frequency and Upload.
6. المكالماتback الإعدادات heading and the In-Queue المكالماتback switch.
7. RETRY & EXPIRY group: retry interval, Max retry attempts, المكالماتback expiry, Retryable Outcomes.
8. ROUTING & QUEUE HANDLING group: Routing Mode, المكالماتback Queue Handling.
9. Announce Position and its frequency.
10. Announce avg wait time and its frequency.
11. **زر حفظ.