Set queue greetings, hold music and wait announcements

Callers in a queue hear a greeting, hold music and, if you turn them on, updates on their place in line. You set all of it on the queue itself.

This feature needs the Contact Center Pro plan. See plans and pricing

Some labels in your portal or apps may look slightly different from this guide.

Before you start

If you want your own recordings, upload them first. You can upload them yourself, or ask CallSprout support to upload them for you. Upload greetings and audio file rules covers formats and limits, and a queue only lists files whose names start with the right prefix (see the table near the end of this page).

Open the queue's sound settings

1. 1
   Step 1:

   Open the queue

   In the admin portal, open Queues and select Edit on your queue.
2. 2
   Step 2:

   Open the advanced options

   Go to the advanced options, where each group below has its own section. Set what you need, then save.

Hold music

In the general group, pick a class in Music On Hold. To pick music from the library, make a new class or add clips, see choose hold music, or upload your own. The Ring to Answer setting decides when the music begins: 0 means right away, and a higher number lets callers hear that many rings first.

Greeting

Choose a sound file in Greeting. It plays once, when the caller enters the queue.

Place in line and wait time

• Announce Hold-Time: set to Yes to tell callers their estimated wait.
• Announce Position: set to Yes to tell callers where they are in line.
• Announce Frequency: how often announcements repeat, in seconds. 0 turns them off.
• Min. Announce Frequency: the shortest gap before a position announcement repeats.
• Announce Round Seconds: how the announced wait is rounded. 0 announces whole minutes only.

Repeating messages

A periodic announcement is a recording that plays again and again while callers wait, such as a reminder to have an account number ready.

• Periodic Announce: the recording.
• Periodic Announce Frequency: how often the recording repeats, in seconds.
• First Periodic Announce Delay: how long to wait, in seconds, before it plays the first time.

A message for your agents

• Agent Announce: a recording the agent hears before the call connects. Callers don't hear it.
• Report Holdtime: choose Yes and the agent hears how much time the caller spent in line.

Name your files correctly

These are the usual prefixes. If a file doesn't show up, ask CallSprout support which one your account expects.

The built-in prompts for position and wait time ship with the system. Replacing them needs system access, so ask CallSprout support.

Troubleshooting

• My file isn't in the list. Its name probably doesn't start with the right prefix. Rename it on the sound files page and check again.
• Announcements never play. Check that Announce Frequency isn't 0.