question

robert-leigh11478 avatar image
robert-leigh11478 asked ·

Play message to your customers

Hi

I need for my agents to be able to play a compliance message to my customers when they are making a sale. Essentially the easiest way for it to function is a second hold message and method of access in it a button for example dial *5 and the client hears the message for a set period of time. This will give my agent time to complete some vital admin work associated with the sale, when the client has head the message the agent they were dealing with before needs to be alerted that they are holding and can commence the call again. This will ensure consistency when the client hears the message. 

It also needs to be recorded as part of the initial call recording so we can prove the client has heard the message. 

Any ideas?

aaa
1 |1000 characters needed characters left characters exceeded
Toggle Comment visibility. Current Visibility: Viewable by all users

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

5 Answers

· Write an Answer
Chuck Fuscone avatar image
Chuck Fuscone answered ·
Ok, so I was doing some tests and if I understand correctly, you are on the phone then "Make a Sale" then the customer needs to hear some message and then com back to your employee to finish up.

So my thought is to create virtual extensions for each agent and when it is time for them to have the customer hear the "Message" then forward to that extension ans setup the message in the User Greeting section.  they will hear the message and then have the call flow send them back to the agent.  You could make this message as long as you like and put in dead air or music to give the desired time.  This will then be tracked in the call log.

thoughts?

Chuck
Certified RC consultant
Chuck@yoritguy.com
2 comments
1 |1000 characters needed characters left characters exceeded
Toggle Comment visibility. Current Visibility: Viewable by all users

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

lee-d3574 avatar image lee-d3574 ·
For this to work the salesperson would have to have permission to retrieve/re-pick up the call from the person from the transferred line as well.

0 Likes 0 ·
lee-d3574 avatar image lee-d3574 ·
Might work best to have a separate extension for each sales person so they don't step on each other's transfers.

0 Likes 0 ·
lee-d3574 avatar image
lee-d3574 answered ·
Could you create a custom recording to be played back while on hold and then transfer them to a parked extension with that recording?  Haven't tried that but it should work afaik?
1 comment
1 |1000 characters needed characters left characters exceeded
Toggle Comment visibility. Current Visibility: Viewable by all users

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

lee-d3574 avatar image lee-d3574 ·
(You can't - I checked)
0 Likes 0 ·
robert-leigh11478 avatar image
robert-leigh11478 answered ·
Thanks for your input. Lee D, I did look at the park option, thanks. 

Chuck that sounds liek a fix. I'm pretty basic on the admin panel so I'll call the RC support team tomorrow and set up ready for the recording to be made. 

Thansk!
1 |1000 characters needed characters left characters exceeded
Toggle Comment visibility. Current Visibility: Viewable by all users

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

robert-leigh11478 avatar image
robert-leigh11478 answered ·
RC-Installer thanks again. We have implemented your fix and it all seems to be working accept for teh fact that when we send the call to the Terms & Conditions recording it starts a new recording. We really need for the call to remain as a single recording for proof of compliance. Any suggestions? 
1 |1000 characters needed characters left characters exceeded
Toggle Comment visibility. Current Visibility: Viewable by all users

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

lee-d3574 avatar image
lee-d3574 answered ·
Ah yes - that's a better solution than mine. It would be cool if you could customize the on hold music for a parked extension though.
1 |1000 characters needed characters left characters exceeded
Toggle Comment visibility. Current Visibility: Viewable by all users

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

Write an Answer

Hint: Notify or tag a user in this post by typing @username.

Up to 10 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

Customer Spaces