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Agents have the ability to be logged in to multiple call queues at once. To help them get some context on an incoming call, you can play a sound clip (i.e. “support queue” or “billing queue”) before they are connected to the caller.

1. Click Call Queues in the left sidebar.

2. Click the call queue that requires a pre-call announcement.


3. From the Queue Behavior tab > Agent Settings section, browse for and select the desired Pre-Call Announcement sound clip.

Tip: Click the play icon to preview the sound clip.

4. Click [SAVE].

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