Agent announcements, sometimes referred to as agent whispers are used to play a pre-recorded announcement to an agent before a call is presented from a call queue. This functionality can be useful if an agent requires specific instruction for handling calls from a queue.
To configure agent announcements, the queue must be configured with a prompt and the agent taking the call needs to be configured to confirm the calls.
- Queue Configuration
- Agent Configuration
The prompt that will be played to an agent is configured within the basic options of a queue. Under “Message to Agent”.
You can add a text-to-speech prompt here or press the record button and provide your extension number for the system to call you to record a prompt.
Edit the agents assigned to the queue 
Tick the field “Request Confirmation” and press Save Agent