Article #: 44

How To: add an announcement

Similar questions: add announcement, adjust announcement, delete announcement, modify announcement, edit announcement, change announcement

Purpose: demonstrate how to add an announcement

Steps

1. When logged in to the admin UI of Xima CCaaS, go to Contact Center Configuration > Skill Management

2. Click the three dots icon associated with the skill you would like to adjust the custom announcements.

3. A new window called “Skill Definition” will appear. Go to the Queue Announcements metric, and click the ellipsis tool associated with that metric.

4. A new window called “Queue Announcement Configuration” will appear. Drop a pin where you would like this announcement to play the first time. This is done by clicking anywhere on the blue bar.

5. A new window called “Edit Queue Announcement” will appear. Fill out the fields of information below.
   a. Start Time: This allows you to set the start time of the announcement. This will be the first time an announcement plays in the queue.
   b. Repeat Interval: This allows you to determine the length of time that passes before the announcement is repeated.
   c. Repeat Limit: This allows you to determine the amount of times the announcement can be repeated in the queue.
   d. Announcement: This is the actual announcement you would like to play.
   e. QCB Related: This allows you to determine if the announcement is QCB related.

6. To select from our announcement default menu, click the dropdown arrow associated with the Announcement metric. Our default announcements include Position in Queue, Estimated Wait Time, Now Being Transferred, and If You Would Like QCB, Press 1. Please note that if you select the If You Would Like QCB, Press 1 option, make sure to set the QCB Related metric to True.

7. Click OK.

8. Click OK.

9. Click OK again and then click Save.