Configure the caller experience

As an administrator, you can configure much of the end-user's experience when they call in to your call center.

Configure caller announcements

On the call display of the CCAI Platform portal, in the Caller announcements section, you can configure how incoming calls are handled, including:

• Caller announcement intervals.

• Deflection behavior.

• Wait time behavior.

To configure settings in the Call announcement section, follow these steps:

1. In the CCAI Platform portal, go to Settings > Call.

2. Go to the Caller announcements section.

3. Configure the settings the way you want them, and then click save caller announcements.