What is 'call waiting tone' in SAP CRM-CCI - SAP Contact Center?

call waiting tone - Overview

• Component: CRM-CCI

• Component Name: SAP Contact Center

• Description: A file that is played to an agent when the agent has an inbound call waiting

call waiting tone - Details

• 
  Key Concepts: 
  Call waiting tone is a feature of the SAP Contact Center Infrastructure (CRM-CCI) that allows customers to be placed on hold while waiting for an agent to become available. The tone is a signal that indicates to the customer that their call is still in progress and that they will be connected to an agent shortly. 
  
  How to use it: 
  The call waiting tone can be enabled or disabled in the CRM-CCI settings. When enabled, the tone will play when a customer is placed on hold. The tone can also be customized to fit the needs of the customer or organization. 
  
  Tips & Tricks: 
  It is important to ensure that the call waiting tone is not too loud or too soft, as this can affect the customer experience. Additionally, it is important to ensure that the tone does not play for too long, as this can lead to customer frustration. 
  
  Related Information: 
  The call waiting tone is just one of many features available in the SAP Contact Center Infrastructure (CRM-CCI). Other features include automated call routing, call recording, and customer analytics.