FEATURE REQUEST: Direct Dial call queue

  • 0
  • 1
  • Question
  • Updated 1 year ago
  • Answered
Feature request: Call queue for direct dial numbers - I would like to see an additional feature for "direct dial" calls. When someone calls a direct dial number it would be great if the number is busy the caller would be put into a call queue.- with a pre-recorded message either custom or standard indicating "please hold," and that they have been put into a queue and their call will be answered momentarily. that would be the first recording they hear. Then subsequent recordings, sorry, still busy, press * if you would like to leave a message or continue holding. The subsequent message would be played every 10, 15 or 30 seconds. I had this feature with my previous phone service and it was very productive. 2 Users / 2 lines . Business is professional search. Account Type: U.S.
Photo of CIMINO

CIMINO

  • 82 Points 75 badge 2x thumb

Posted 1 year ago

  • 0
  • 1
Photo of Brandon

Brandon, Champion

  • 18,520 Points 10k badge 2x thumb
You can sort of do this now.  It depends how long you want to hold callers though as it appears the maximum time before voicemail is 75 seconds.  Maybe support can extend that on the back end if requested.  

Assuming you don't want direct callers to hold for 20-30 minutes you could record a connecting message and some customer hold music to say whatever you like while the caller is waiting.  This is done under screening, greeting & hold music and also under call handling and forwarding.  While a caller is listening to your connecting message and music they can press  # any time to leave a message so you can record that in your connecting message or hold music.
Photo of CIMINO

CIMINO

  • 82 Points 75 badge 2x thumb
OK, but my question is how do you set this up?  I was on the phone with technical deparrtment yesterday and they said it couldn't be done. 
Photo of Jan Ferguson

Jan Ferguson, Champion

  • 27,646 Points 20k badge 2x thumb
Cimino,

There would be no special "setup" other than recording your own announcement (instead of pre-recorded one) and include in the recording what Brandon stated (i.e., "Press the pound key to leave a message or continue to hold.").
Photo of Brandon

Brandon, Champion

  • 17,354 Points 10k badge 2x thumb
That is basically it.  Set your call forward timer as long as possible (75 seconds) and then I would play around in this area:



You could record a short user greeting like, "This is Cimino, you can press # any time to leave me a message"  Then a connecting message like, "Please wait while I try to connect you.  Remember you can press # any time to leave me a voicemail"  Additionally, you could make some custom hold music and repeat these statements. 

If you need this to go on for more than 75 seconds though I think you should call support and ask if it can be extended for you.

Another option is to consider creating a call group with only yourself in it and forwarding calls there.  This would allow you to hold callers for a longer period of time without needing to ask support to customize anything for you.