Although Contact Expert provides music on hold and other similar audio content playing functionality, it does not provide any licensed audio content. To use your own licensed music, you need to replace the built-in audio files.
The following files are played at certain events:
|connect.wma||Played to the caller while the call is taken out of a queue and transferred to the next available agent.|
|hold.wma||Played to the caller as soon as the agent puts the caller on hold.|
|failed.wma||Played to the agent in an outbound call scenario, when the customer rejected the call.|
|queue.wma||Played to the caller while the call waits in the queue for an agent to become available.|
|ringback.wma||Played to the agent in an outbound call scenario, while the call rings at the customer.|
The system loads the files with the exact names above. You can modify the audio content, but the names must remain as is, otherweise the system will not load the new files.
To change these files follow the steps below: