Jump to Table of Contents

Call Announcements

This article provides details around our various call announcements that you can enhance your installation with. Call announcement is also known as call 'whisper'. An automated message will be played, either at the start of the call, the end of the call, or both depending on your preference. We have several different announcement types that can be configured.

Call Announce Basic Options

Our Dialed Number Channel and Description announce feature urges you to consider what to announce and when. This works best in conjunction with fixed numbers.

Call Announce What?

  • Channel:

    • For Fixed Numbers - The channel name the fixed phone number which was called is assigned to will be announced.
    • For Dynamic Numbers - Only the word 'website' will be announced as the call was generated from the website.
  • Auto:

    • For Fixed Numbers - The description given to the called fixed number will be announced in this instance. This feature is even more powerful when you want the call handled in a different way due to a special offer. If you have an advert in the press for a 20% off special offer and you have labelled the number as such, Infinity will announce to the operator “20% off Offer, Daily Mail” then connect the caller. This allows for the operator to handle this call more appropriately. If there is no description, the channel name will be announced.
    • For Dynamic Numbers - Only the word 'website' will be announced as the call was generated from the website.
  • Both:

    • For Fixed Numbers - The channel name and description assigned to the phone number (if applicable) is announced.
    • For Dynamic Numbers - Only the word 'website' will be announced as the call was generated from the website.

Call Announce When?

  • Start of the Call - The announcement will be made to the operator before the caller is connected

  • End of the call - The announcement will be made to the operator once the caller is hung up

  • Both - Does what it says on the tin!

Further Call Announce Options

There are a few advanced announce options to choose from.

  • Dynamic Number Channel Announcement - This is not currently possible on the platform.

  • Dial-In Group Name Announce - The name of the tracking pool the phone number sits in is announced. This is useful if you have more than one tracking pool, but all calls are being sent to the same destination (e.g. an office or a call centre); this helps to advise operators which set of numbers the call is coming from and they can answer accordingly.

  • Custom Announce - Allows custom file to be announced to your operators. Not yet configurable in the Portal

  • Custom Greeting - Allows custom file to be announced to your callers. Not yet configurable in the Portal
  • Call Reference Announce - you can have the call reference read back to your operators so they can utilise this unique reference for CRM integration. This is a paid for feature so please contact the Support Team for more information on this.

  • Enable Call Announce Confirmation is a feature with its own considerations, have a read through our article here.

Call Announce, Extra considerations

There are a few scenarios/ third party software conflicts that need to be considered when enabling the call announcement feature. These are outlined below.

It is not advised to enable the announcement at the start of the call if you have a 3rd party welcome message, queue system or IVR as these 3rd party features will effectively answer the call. The Infinity announcement will be triggered to start and your operators will not get to hear them.

If one of the 'end of call' options is selected and you have a third party voicemail enabled, you might hear the announcement only recorded on the voicemail due to the caller hanging up without leaving a message. This can be avoided if we host an Infinity Voicemail for you, as we will be able to detect that the call has rolled to voicemail and not been answered by an operator.

Similarly, if one of the 'end of call' options is selected and you have a third party welcome message or IVR enabled, your operators might hear the announcement only due to the caller hanging up before being connected to them. This can be avoided if we host a Custom Welcome Message or Infinity IVR for you, as we will be able to detect that the feature has answered the call rather than an operator.

If one of the 'end of call' options is selected and you also have call rating enabled, you will hear the announcement first, followed by the Post Call Rating.

How to enable call announcement

To setup a call announcement feature, simply follow the below steps:

  1. Log into the Portal
  2. Select Admin
  3. Select Telephony Manager
  4. Select Dial-In Groups Config
  5. Search or scroll for your relevant tracking pool if you have multiple
  6. Select Edit Config
  7. Scroll to the Call Audio Options section
  8. Choose what you would like to be announced
  9. Choose when you would like it to be announced
  10. Select Save Changes
Please login to rate this article
  1. Getting Started
  2. Enhancing your Installation
  3. Frequently asked questions
  4. Call Management
  5. Number Management
  6. Infinity API