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Chapter 5: CCS and GCSS Administration Application
CCS/GCCS Available Actions
To add an Announce Place in Queue action to a script, Click the right mouse button on
the required script, position the cursor on the Insert Action option and select Announce
Place in Q from the Actions menu.
The Action area displays the following fields for configuring the Announce Place in Q
script action:
•
File to play [start]: Select the recording that precedes the place in queue
announcement.
•
File to play [end]: Select the recording that follows the place in queue
announcement.
Place in queue offset: Enter a number to be added to the true queue position in order to
offset the caller’s position. This allows a high priority call to go before someone in line
without the person in line querying the wait time.
5.4.3
Configuring the Announce Wait Time Action
The Announce Wait Time action announces the expected wait time in the queue for this
call.
Figure 5-9
GCCS Administration Announce Wait Time Action
To add an Announce Wait Time action to a script, Click the right mouse button on the
required script, position the cursor on the Insert Action option and select Announce Wait
Time from the Actions menu.
The action area displays the following fields for configuring the Announce Wait Time
script action:
5.4.4
•
File to Play [Start]: Select the recording that precedes the wait time
announcement.
•
File to Play [End]: Select the recording that follows the wait time announcement.
•
Wait time offset (sec): Enter a number of seconds to be added to the expected wait
time in order to offset the caller’s wait time. This allows a high priority call to go
before someone in line without the person in line querying the wait time.
•
Resolution: Defines the minimal resolution of the time announced. If, for example,
it set to ten seconds, any time that is smaller is rounded up. It means that the wait
time of fifteen seconds will be announced as twenty seconds.
Configuring the Branch To Script Action
This feature is only available in Enterprise Contact Center.
Contact Center Administrator Manual
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