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Add an Announcement

An Announcement plays a System Recording to the caller and then sends them to a destination. Use it for "thanks for calling, please hold" pre-queue messages, after-hours notices, recording disclosures, etc.

Before You Start

  • The System Recording you'll play exists (see Record a System Recording).
  • The destination after the announcement is decided.

Steps

  1. Go to System Attributes → Announcements.
  2. Click + Add Announcement.
  3. Fill in:
    • Description — e.g. Closed Greeting.
    • Recording — pick the System Recording.
    • Repeat — Disable (default), or set to allow callers to repeat with a digit.
    • Allow Skip — Yes lets callers press any key to skip the announcement.
    • Return to IVR — No (the destination after announcement is set below).
    • Don't Answer Channel — No (the call must be answered to play audio; only set Yes for early-media scenarios).
  4. Destination after Playback — pick where the call goes after the announcement (typically a Voicemail box, IVR, queue, or hangup).
  5. Click Submit.
  6. Click Apply Config.

Use It

Anywhere a destination is asked for, you'll find your announcement under Announcements.

Verify

Point an inbound route or Time Condition's "non-match" at the announcement. Call in. The recording should play, then the destination should fire.

Common Issues

  • Recording cut short. Caller hung up before it finished, OR Don't Answer Channel = Yes and the carrier dropped early-media. Set to No.
  • No audio at all. The recording field is --None--, or the recording file is missing/corrupted. Re-upload the recording.
  • Destination doesn't fire. "Destination after Playback" is set to "Hangup" — change it to your real destination.
  • Caller can't skip. Allow Skip is No. Set to Yes if you want bypass behavior.