Proximus Forum 500 User Manual page 55

Intervals for playing de-escalation announcements
You can define intervals at which the de-escalation announcements are
played.
a) This setting is only available with a "Forum 500(0) ACD license advanced"
licence.
● Interval for de-escalation announcement: The de-escalation announce-
ments are played in the interval configured (default: "0 seconds").
Example: When the setting is 30 seconds the caller first hears "Music on
hold" (if configured, see page 55), after 30 seconds the de-escalation
announcement, then once again 30 seconds "Music on hold", etc.
● Time to de-escalation announcement: This setting is only available with a
"Forum 500(0) ACD license advanced" licence. When a call is parked in
the call queue a de-escalation announcement is played for the first time
after this time span (default: "0 seconds"). The respective de-escalation
announcement is played corresponding to the caller's call-queue position.
Note: A caller can, e.g. be forced from his/her current call queue
position to one further back by incoming VIP calls. If the caller
has already heard a de-escalation announcement for the top
call queue positions, this announcement will continue to be
played to the caller. The caller will never hear an announcement
text informing him/her of being moved back in the call queue.
ACD System Configuration
Configuring Announcements and Music on Hold
53