Setting Greeting And Update Prompts - Altigen MaxACD Administrator Manual

Chapter 4: Configuring the MaxACD System
To configure music on hold to play a file
1. Check Enable Callers on Hold or in Queue to Listen to Music or Recorded
Announcement.
2. Use the drop-down list to select the component ID.
The system will play the default music-on-hold file when the user places the caller
on hold.
The default music-on-hold file is a .wav file called "MusicOnWaiting.wav". The file is
located in the C:\PostOffice\phrases\Music folder. You can replace the file with a .wav
file (or an AltiGen PCM file). The .wav file must be in 8 kHz/ 8 bit/ Mono/ u-Law format.
Any optional music-on-hold files included with MaxACD are in that format. You can
convert your own .wav files to this format using Microsoft Windows Sound Recorder.
Note:
You may need to reduce the music volume level 70-80% to avoid distortion.
To replace the default music-on-hold file
1. Back up the default file.
2. On the Audio Peripheral tab, clear the Enable Callers on Hold or in Queue to
Listen to Music or Recorded Announcement check box.
3. Rename the desired .wav file to "MusicOnWaiting.wav" and put it in the
C:\PostOffice\phrases\Music folder.
4. On the Audio Peripheral tab, check the Enable Callers on Hold or in Queue to
Listen to Music or Recorded Announcement check box.
Note: If you have two files named MusicOnWaiting in the MusicOnWaiting folder, one a
.wav file and one a PCM file, the .wav file takes precedence.

Setting Greeting and Update Prompts

To play a prompt before placing the caller into a hold queue:
1. Select the Play Prompt Before Placing the Caller in Queue check box.
2. Use the drop-down list to select the prompt number you want to use for the greeting
message. (Creating prompts is discussed in "Phrase Management" on page 72.)
To play an update prompt every 60 seconds:
1. Check the Play Update Prompt Every 60 Seconds check box.
2. Use the drop-down list to select the prompt number you want to use for the greeting
message.
Note: These settings will be used by all workgroups as the default system queue phrase.
However, these settings will be overridden by the workgroup's queue
management phrase setting.
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MaxACD Administrator Manual