Avaya Customer Interaction Express 1.0, User Manual

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146 User Manual CIE 1.0 System Administration
Supported queue formats
We recommend the following WAV format for the queues.
• PCM 8,000 kHz, 16 bit, Mono, 16 Kbit/s
You can use the following WAV formats. However, they might result in loss of quality.
• PCM 11,025 kHz, 16 bit, Mono, 21 Kbit/s
• PCM 16,000 kHz, 16 bit, Mono, 31 Kbit/s
• PCM 22,050 kHz, 16 bit, Mono, 43 Kbit/s
• PCM 44,100 kHz, 16 bit, Mono, 86 Kbit/s
Setting up an announcement
If you use queues, you can configure announcements. Proceed as follows:
You must have already set up agent groups and topics.
1. The Configuration module is open. Click the Announcement tab.
2. Click Create .
3. Select a PBX. Click OK . The Announcement Text Configuration - Create dialog opens.
4. Enter a name.
5. Select a sound file .
6. Select Interruptible .
7. Select one or more topics .
8. Click OK .
Setting up announcement scripts
If you use queues, you must configure announcement scripts. Proceed as follows:
1. The Configuration module is open. Click the Announcement script tab.
2. Click Create . The Announcement Script - Create dialog opens.
3. Enter a name.
4. Select Insert to insert an announcement in the script.
5. Select an announcement script .
6. Click OK .