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Switchvox - How do I play a sound file, from the beginning, for each caller sent to a queue?

Switchvox - How do I play a sound file, from the beginning, for each caller sent to a queue?

Note: This is assuming that you have a Call Queue already setup and are routing calls directly to the Call Queue extension in the Incoming Calls.

 

Setup an IVR and route incoming queue calls to the IVR, before the call is routed to a queue, as follows:

  1. Go to Tools > IVR Editor.

  2. Create IVR Menu (to play the sound and then route the call to the queue) > Save IVR Menu

  3. Create Action > Play Sound > Next

  4. General Settings > Sound to Play: select the sound file > Save

  5. Create Action > Action Type: select Dial Extension from drop down list > Next > Enter extension number of queue.

  6. Save Settings

 

Assign an extension number to the IVR:

  1. Go to Setup > Extensions: Manage > Create Extensions > Extension Type: select IVR (Interactive Voice Response) > Create Extension.

  2. Enter Extension (any unused number)

  3. Route to IVR Menu: select the IVR Menu that you just created.

  4. IVR Menu Entry Point: IVR Menu Beginning

  5. Save IVR Extension

 

Setup an Incoming Call Route:

  1. Go to Setup > Call Routing: Incoming Calls and edit the Incoming Call Rule that sends the call to the call queue: change it to send it the IVR extension number instead.

NOTE: If you are already routing calls to an IVR, then simply add the Play Sound File action to the existing IVR menu, immediately before the action that dials the queue extension (Dial Extension) in the existing IVR (go to Tools > IVR Editor).

 

Affected Version(s)

SMB 5.11;SMB 5.10;SMB 5.9;SMB 5.8;SMB 5.7.3;SMB 5.7.2

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