Zip tone
In
call center agent, or telephone subscriber with call waiting service—that action is needed for an incoming call such as pressing a button or reciting a phrase (e.g. "May I help you?"). This way of offering an incoming call to an available call center agent is also referred to as 'call forcing' or 'forced calling'. [1][2]
Tone composition and customization
The tone is typically a single, short burst (e.g. 440 hertz for 5 milliseconds) but can also be customized with multiple bursts or tones to hint at the nature of the call, so the agent can answer the call with the appropriate greeting; or a subscriber may know that a specific caller is calling or number was dialed (see distinctive ring). [3]
In some
automatic call distribution
applications, the standard tone can be completely replaced with a digital recording of the agent speaking the answer phrase, thereby relieving them of the need to constantly repeat it, alerting the agent of an incoming call, and answering the call more quickly from the perspective of the caller.
See also
- Automatic Call Distribution
- Call waiting
- TSPS
- Telephone
References
- . Retrieved 26 February 2022.
- . Retrieved 26 February 2022.
- ^ "Ringing versus zip tone for incoming calls". Avaya Documentation Center. Avaya Inc. Retrieved 11 July 2022.
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