System information

We’ll now modify the StardardQueue template to control our announcements:
[StandardQueue](!) ; template to provide common features
musicclass=default ; play [default] music
strategy=rrmemory ; use the Round Robin Memory strategy
joinempty=yes ; do not join the queue when no members available
leavewhenempty=no ; leave the queue when no members available
ringinuse=no ; don't ring members when already InUse (prevents
; multiple calls to an agent)
; -------- Announcement Control --------
announce-frequency=30 ; announces caller's hold time and position every 30
; seconds
min-announce-frequency=30 ; minimum amount of time that must pass before the
; caller's position is announced
periodic-announce-frequency=45 ; defines how often to play a periodic announcement to
; caller
random-periodic-announce=no ; defines whether to play periodic announcements in
; a random order, or serially
relative-periodic-announce=yes ; defines whether the timer starts at the end of
; file playback (yes) or the beginning (no)
announce-holdtime=once ; defines whether the estimated hold time should be
; played along with the periodic announcement
announce-position=limit ; defines if we should announce the caller's position
; in the queue
announce-position-limit=10 ; defines the limit value where we announce the
; caller's position (when announce-position is set to
; limit or more)
announce-round-seconds=30 ; rounds the hold time announcement to the nearest
; 30-second value
Let’s describe what we’ve just set in our StandardQueue template.
We’ll announce the caller’s hold time and position every 30 seconds (announce-
frequency),
§
and make sure the minimum amount of time that passes before we an-
nounce it again is at least 30 seconds (min-announce-frequency). We do this to limit
how often our announcements are played to the callers, in order to avoid the updates
becoming annoying. Periodically, we’ll play an announcement to the callers that thanks
them for holding and assures them that an agent will be with them shortly. (The an-
nouncement is defined by the periodic-announcement setting. We’re using the default
announcement, but you can define one or more announcements yourself using
periodic-announce.)
These periodic announcements will be played every 45 seconds (periodic-announce-
frequency), in the order they were defined (random-period-announce). To determine
when the periodic-announce-frequency timer should start, we use relative-periodic-
announce. The yes setting means the timer will start after the announcement has finished
playing, rather than when it starts to play. The problem you could run into if you set
this to no is that if your periodic announcement runs for any significant length of time
§ Callers’ positions and hold times are only announced if more than one person is holding in the queue.
290 | Chapter 13: Automatic Call Distribution (ACD) Queues