SUP 1.5 Caller Experience tab

Announcements

Setting	The application's own description
Join Announcements	"Play a message when callers join the queue." Selector placeholder: Select announcement.
Wait Music	"Play music while callers are waiting for an agent." Selector placeholder: Select wait music.
Comfort message	"Play periodic messages during queue wait time." Selector placeholder: Select comfort message.
Comfort message frequency	"How often comfort messages are played." Observed default: Once.

An Add button sits at the end of the Announcements block.

Callback Settings

In-Queue Callback, "Enable callbacks for waiting callers", is the master switch. Beneath it the settings are grouped under two headings.

RETRY & EXPIRY

Setting	Default	What it sets
Callback retry interval		"Time between callback attempts."
Max retry attempts	3	"Maximum callback retries."
Callback expiry	24 Hours	"How long a callback request remains valid." Options: 1 Hour, 2 Hours, 4 Hours, 8 Hours, 12 Hours, 24 Hours, 48 Hours, 72 Hours.
Retryable Outcomes		Which failed attempts count as retryable: No answer, Busy, Voicemail, Agent Unavailable.

ROUTING & QUEUE HANDLING

Setting	Default	Options and meaning
Routing Mode	Customer First	"Defines how callback interactions are connected." Options: Customer First, Agent First, Simultaneous.
Callback Queue Handling	Original Queue	"Determines where callback requests are managed." Options: Original Queue, Callback Queue, Priority Queue.

Setting	Default	Options and meaning
Announce Position	Off	With its own Announce Position frequency, "Frequency of queue position announcements."
Announce avg wait time	Off	With its own Announce avg wait time frequency, "Frequency of wait time announcements."

Select Save to apply.

Choose Routing Mode with your agents' time in mind, not just the customer's. Customer First rings the customer and only then engages an agent, so the agent is not left holding a dead line, but the customer answers to silence. Agent First does the reverse and guarantees the customer hears a person immediately, at the cost of agent time when the customer does not pick up. Simultaneous is fastest and wastes the most. If your callback list is long and your agents are few, Customer First protects the scarcer resource.

Configure In-Queue Callback before you configure anything else here. Of everything on this tab, it is the one setting that reduces abandoned calls rather than making the wait more pleasant. Announce Position and Announce avg wait time work in the same direction: a caller told the wait is eight minutes makes an informed decision, whereas a caller hearing only music forms their own estimate and usually hangs up sooner.

Load the audio into the Audio Library first. Use Upload here for a one-off, but keeping greetings and wait music in the Audio Library (see PBX 9) means you can reuse and version them across queues.

Figure key, Queue Caller Experience

1. Caller Experience tab, selected.
2. Announcements heading.
3. Join Announcements control, audio selector and Upload.
4. Wait Music control, audio selector and Upload.
5. Comfort message control, audio selector, Comfort message frequency and Upload.
6. Callback Settings heading and the In-Queue Callback switch.
7. RETRY & EXPIRY group: retry interval, Max retry attempts, Callback expiry, Retryable Outcomes.
8. ROUTING & QUEUE HANDLING group: Routing Mode, Callback Queue Handling.
9. Announce Position and its frequency.
10. Announce avg wait time and its frequency.
11. Save button.