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Softphone Announcements

  • Updated

 

This feature will be available on the 1.28.38 version of the Nuacom desktop app.

 

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With Softphone Announcements, your calling agents can play a pre-recorded message from the Nuacom Softphone app, during a call, without leaving or transferring the customer to another call.

Softphone Announcements are being uploaded like the ordinary Announcements used for IVRs.

 

Upload a Softphone Announcement

To upload a Softphone Announcement, login as Admin to the Nuacom Portal and head to Settings -> Announcements -> Softphone Announcements & click the Add New Announcement button. 

 

 

You can use speech-to-text or upload your file as an announcement:

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Locate & Play an Announcement on the Softphone App

Once you have uploaded your Softphone Announcements, you can find them in the Nuacom Softphone app.

If there are any announcements available during a call, the Announcement button will appear:

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Clicking on it you will be able to locate all the available announcements that you uploaded earlier:

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The calling agent is free to play/pause/stop an announcement like below:

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Play: The announcement will play on the call, muting the calling agent. The calling agent will be able to listen to the other part of the call and also the announcement. If needed, the announcement can be paused or stopped anytime.

Pause: The announcement will pause, unmuting the calling agent, giving them to ability to talk in the call. They can click again on Play to resume the Announcement or click on Stop.

Stop: The announcement will stop playing, unmuting the calling agent, and if needed the announcement can be played from the start.

 

Please note that if you have enabled call recording, the played announcement will get recorded to the call too, giving you the opportunity to catch and record acceptance of terms, if needed.

 

That's it! You have successfully set up your Softphone Announcements.
If you need further assistance, our support team is available by submitting a ticket or by calling us at 777.

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