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].