Introduction

VTO (Voice Treatment on Hold) is an essential tool in Wolkvox Manager to enhance the customer experience during wait times. It allows programming audio messages to be played to customers before the call is transferred to an available agent.

There are two main scenarios for VTO configuration:

1. Non-Interruptible Message: If the priority is for the customer to hear a complete message (e.g., a legal notice or a key promotion) before being attended to. In this case, the system checks agent availability only when the audio finishes.
2. Interruptible/Random Message: If you want to play hold music or short messages that can be interrupted immediately when an agent becomes available. This option uses the Random Hold functionality.

Configuration

To configure VTO, you must access the configuration of the Skill (queue or agent group) to which the calls are associated.

Configuration of Audios in Random Hold (Interruptible Audio)

If you want the audio to be interruptible immediately when an agent is available, you must upload the audio to the Random Hold tool and then select the 'HOLD' option in the Skill's VTO.

Upload Audios to Random Hold:

1. Go to Wolkvox Manager Configuration (gear icon in the top right corner).
2. Go to the "Random Hold" tab.
3. Click the "Upload Hold Music" button at the bottom of the window.
4. In the pop-up window, select the audio file. Important: The file must be in .wav or .gsm format (Monophonic - 8KHZ) and must have a maximum duration of 30 seconds.
5. Once uploaded, the audio will be listed (If it does not appear, you must right-click on the audio table and select the 'Refresh' option). You can right-click on any uploaded audio to Activate/Deactivate or Delete it.
6. If you want the audios to play randomly, check the "Enable Random Playback" option.
7. Click "Save Changes" and close the window.

Assign Random Hold to the Skill's VTO:

1. Go to the "Agents & Skills" section in Wolkvox Manager.
2. Go to the "Skills" tab.
3. Right-click on the desired Skill.
4. Select "Modify skill configuration".
5. Go to the "Information" tab.
6. Find the "VTO" field and select the 'HOLD' option.
7. Click "Save" to apply the changes.
   • Result: With the 'HOLD' option, the audios uploaded in "Random Hold" will play in a way that they can be interrupted if an agent becomes available.

Configuration of Specific Audio (Non-Interruptible Audio)

If you want an audio to play in its entirety and for the call to only pass to the agent when it finishes:

Upload the Audio to the Platform

Use the "Upload Audio Files" tool in Wolkvox Manager to upload your audio with the required specifications.

Assign the Audio to the Skill's VTO:

1. Go to the "Agents & Skills" section in Wolkvox Manager.
2. Go to the "Skills" tab.
3. Right-click on the desired Skill.
4. Select "Modify skill configuration".
5. Go to the "Information" tab.
6. Find the "VTO" field and select the 'HOLD' option.
7. Click "Save" to apply the changes.
   • Result: The selected audio will play in its entirety. The system will wait for the audio to finish before checking agent availability to transfer the call, even if an agent becomes free earlier.