Configuring media and menu-based interrupt settings for voice queues

Zoom Contact Center admins can change voice queue settings to add multiple audio and menu-based interrupts that interrupt the audio set in the Queue Waiting Experience section. Menu-based interrupts allow consumers to press a key to request a callback, leave voicemail, or route to another flow.

Requirements for configuring menu-based interrupt settings for voice queues

• Account owner or admin privilege; or relevant role/privilege
• Zoom Contact Center license
• Voice queue created

How to configure a menu-based interrupt for voice queues

1. Sign in to the Zoom web portal as an admin or another role with the privilege to edit queue settings.
2. In the navigation menu, click Contact Center Management then Queues.
3. Click the display name of the queue you want to edit.
4. In the Queue Waiting Experience section, click Add Interrupt and select one of these options:
   • Add audio interrupt: Click Add media to create an audio asset or choose audio from the asset library. (Optional) Under Playback Options, select Loop then specify the time period. For example, if you specify a loop of 1 minute, the interrupt media will play every minute.
   • Add menu-based Interrupt: Provide menu-based options that allow consumers to interrupt leave voicemail, request a callback, return to the beginning of the flow, or redirect to a new flow. Click Add media to change the menu-based interrupt settings.
     Note: You can't select this option if you already added it.
5. After adding and saving an interrupt, change these settings:
   • Start Time: Set the start time (hours, minutes, seconds) to play the interrupt media after the default media starts playing.
   • Duration: Displays the duration of the default media file.
6. (Optional) Click Add Interrupt to add additional interrupt media.

Menu-based interrupt settings

Menu Language section

• Menu Language and Voice: Select the language and voice that will apply to the default messages for menu and callback prompts configured below. If an engagement language is specified, the system will play the prompts in that language. If no language is mentioned or matched, the default language and voice will be used.

Keypresses section

• Keypress: Select a key that consumers need to press to preform the action below.
• Menu Action: Select one of the following actions that the consumer will perform after pressing the key. After selecting an option, customize the associated settings.
  • Request Callback
    • Messaging to Play: Enter text that will be converted to speech and played to consumers before they can request a callback.
  • Leave Voicemail
    • Voicemail Inbox: Click Select Inbox and select the inbox that will receive the message.
    • Messaging to Play: Enter text that will be converted to speech and played to consumers before they can leave a message.
  • Route to Flow
    • Flow: Click Select Flow and select the flow that consumers will be routed to.
    • Messaging to Play: Enter text that will be converted to speech and played to consumers before they are routed to the flow.
• Offer to Repeat Menu Options: Offer consumers an option to repeat menu options after pressing a key. Timing for subsequent queue interrupt media will resume after the menu is repeated.
  • Keypress: Select a key that consumers need to press to repeat all the menu options. All message prompts will repeat for the consumer.
  • Messaging to Play: Enter text that will be converted to speech and played to consumers before they repeat the menu options.

(Optional) Click Add Keypress to add more menu options. You can only add each menu action once to the menu. If there are several menu options, the Messaging to Play will play sequentially for consumers. Click the up and down arrow icons to rearrange the order of menu options.

Menu Timing section

• Estimated Wait Time: Offer the menu according to the consumer’s estimated wait time in flow.
  If the consumer’s estimated wait time is greater than the set Time to Offer Menu, the consumer will be first offered the menu when they enter the queue. If the estimated wait time is less than the Time to Offer Menu, the consumer will be first offered the menu at the set Time to Offer.
• Time to Offer Menu: The start time that consumers will be offered the menu options, as long as they’re still waiting. When this time is less than their estimated wait time, they will be asked right away instead of the start time. For example, setting this to 60 seconds means consumers will hear messaging prompts for all menu options 60 seconds after they've connected to the phone number.
  Note: This should be less than the Max Wait Duration in queue settings.
• Time to Accept: The amount of time consumers have to choose a menu option after all menu options are offered.
• Playback Options: Select an internal to loop all menu messaging prompts until they choose an option or the Max Wait Duration in queue settings is reached. For example, setting this to 5 minutes menus all messaging prompts are played every 5 minutes.

Callback Settings section

• Callback Caller ID Number: Select the caller ID number to use for callbacks to consumers. The default caller ID number is the flow entry point number.
• Keypress to Confirm: Click Edit to change the key that consumers need to press to accept the option in the message.
• Returning Callback Caller: Click Edit to customize the message played to consumers who have already requested a callback but called again. The message should indicate the specified key to accept the callback. Click Play Message to play the message that's auto converted from text to speech.
• Callback Number: Allow callers to provide a different number for callback than the one they used for the voice engagement.
• Callback Extension Available: Allow consumers to add an extension number when requesting a callback during a voice engagement. This is useful for consumers who do not have a direct line.
• Callback Confirmation: Click Edit to customize the message played to consumers that accept the callback option. Click Play Message to play the message that's auto converted from text to speech.
• Outbound Dialing: Select the outbound method for how callers are connected when they receive a callback.
  • System automated greeting (Default): Play the automated greeting that notifies consumers that the call they're receiving is a callback. You can customize the greeting using the Greeting Message setting below.
  • Directly connect callers with the next available agent: Don't play an automated greeting and directly connect consumers to an agent.
• Greeting Message: Click Edit to customize the message played to consumers that receive a callback. Click Play Message to play the message that's auto converted from text to speech.
  Note: This message only plays if you set Outbound Dialing to System automated greeting (Default).
• Callback Timeout: Set the limit for how long the callback will remain as tasks in the queue, with a minimum of 1 hour and a maximum of 24 hours.
• Cancellation Message: Click the toggle to send a message to consumers if callbacks are canceled due to callback timeout. When the callback task reaches the configured callback timeout limit, the consumer will be called. Select the Send an SMS message checkbox to also send the cancellation message via SMS.
• Limit Callback Offer Times: Click the toggle to limit the times during which callbacks will be offered to consumers. Click Edit Schedule to provide callback service within the selected time range.
• Limit Callback Return Times: Click the toggle to limit the times during which callbacks will be returned to consumers. Click Edit Schedule to set the times for returning callbacks.