Timed Connecting Greeting

  • 0
  • 2
  • Question
  • Updated 7 months ago
  • Answered
We would like to have the option of having a connecting message played after a specific time such as, "Thank you for your patience, please continue to hold for assistance. If you prefer to leave a message please press 7 now. If you prefer to leave a callback number please  press 8 now.Thank you for your patience"The key is to be able to play that message after a period when the customer hasn't received assistance.
Photo of Michael Holstein

Michael Holstein

  • 80 Points 75 badge 2x thumb

Posted 2 years ago

  • 0
  • 2
Photo of Danno

Danno, Champion

  • 26,448 Points 20k badge 2x thumb
Is this for a Call Queue group or an IVR?
Photo of Danno

Danno, Champion

  • 26,448 Points 20k badge 2x thumb
The "Call Back" feature is a feature unique to the Call Center application, unless you are wanting them just to leave a message with your press 8. 
Photo of Brandon

Brandon, Champion

  • 19,456 Points 10k badge 2x thumb
You should be able to accomplish this for the most part.  I assume this is for calls to a call group.

You can send them to voicemail after a period of time, play that message and configure the options to go to appropriate mailboxes and include and option to return them to the call group again.  So something like, "thanks for holding, press x to continue holding or remain on the line to leave a message. It is not perfect and callers will lose their place in queue, but you can 'fake it' this way.  Besides that, what you are requesting is typically part of more advanced (and expensive) contact center packages.
(Edited)
Photo of st4rbux

st4rbux

  • 60 Points
Reply to Brandon:
No, I think this is important for individual users, not just call groups. If we have users that ring three or four different devices in sequence, that can take a long time and it would be helpful to allow the caller to just leave a message instead. 

The alternative is a caller who is on the line for 30 - 45 seconds and then files a support ticket to complain that "their voicemail is broken, it just rings and rings and rings..."
Photo of Brandon

Brandon, Champion

  • 19,310 Points 10k badge 2x thumb
You can always record a connecting message like, "thanks for calling, press # at any time to leave a message". That will work from about anywhere the system.  Certainly for individuals it will work.
Photo of Chris Duquette

Chris Duquette, Champion

  • 13,780 Points 10k badge 2x thumb
was going to say record a custom user connecting message but i didnt know if there was a key to press to automatically leave a message.. thanks
Photo of Brandon

Brandon, Champion

  • 19,310 Points 10k badge 2x thumb
Negative.  Not from hold.  I have never heard of any system that can do this though.  

If you want to give that option you would have to send the caller into a queue instead of placing them on hold and that could allow the choice to wait or press a key to leave a message.