Hello!
I have recently setup a new queue greeting for one of my queues.
I have tested calling into the queue, and I heard the greeting that I uploaded. However, immediately after the custom greeting I uploaded plays there is a second RC default greeting that plays.
Example:
1) Customer just called in, and dials 1 to reach Customer Service.
2) Custom greeting plays: "Thank you for calling Customer Service, please wait while you are connected."
3) RC default greeting plays: "Thank you for calling, please wait while we connect you to the next available agent."
4) Queue music beings playing.
In this scenario, a second greeting is played right after our initial custom greeting. It seems similar to a users 'Connecting Greeting' but instead plays when entering a queue.
Is there an option that I am overlooking in this case?
Would it make sense that a queue plays two greetings upon selection?
Thank You!
I have recently setup a new queue greeting for one of my queues.
I have tested calling into the queue, and I heard the greeting that I uploaded. However, immediately after the custom greeting I uploaded plays there is a second RC default greeting that plays.
Example:
1) Customer just called in, and dials 1 to reach Customer Service.
2) Custom greeting plays: "Thank you for calling Customer Service, please wait while you are connected."
3) RC default greeting plays: "Thank you for calling, please wait while we connect you to the next available agent."
4) Queue music beings playing.
In this scenario, a second greeting is played right after our initial custom greeting. It seems similar to a users 'Connecting Greeting' but instead plays when entering a queue.
Is there an option that I am overlooking in this case?
Would it make sense that a queue plays two greetings upon selection?
Thank You!
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180 Points
- unsure
Posted 2 years ago
Saadet - Community Moderator, Official Rep
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66,504 Points
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180 Points
Hello Saadet,
Below are the attached screen shots that you requested.
There are no Direct Numbers which is why I did not include a shot of that.
One point I did not mention that crossed my mind was that this queue is for a subsidiary of our company. They have their own direct numbers for customers to call. As such I had to add in a custom answering rule in our IVR settings to direct to their separate Auto Attendant. That AA then allows the customer to enter this queue.
Thank You!
Below are the attached screen shots that you requested.
There are no Direct Numbers which is why I did not include a shot of that.
One point I did not mention that crossed my mind was that this queue is for a subsidiary of our company. They have their own direct numbers for customers to call. As such I had to add in a custom answering rule in our IVR settings to direct to their separate Auto Attendant. That AA then allows the customer to enter this queue.
Thank You!
Saadet - Community Moderator, Official Rep
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62,226 Points
Hello Raymond,
Everything looks fine. I did call your customer service number and heard what you were talking about. That's definitely abnormal behavior. I would try recreating the call queue extension and see what happens. I'm wondering if there's something simply just stuck on the back end. Let me know what happens!
If that doesn't resolve it, definitely open up a support case so we can dive deeper :)
Everything looks fine. I did call your customer service number and heard what you were talking about. That's definitely abnormal behavior. I would try recreating the call queue extension and see what happens. I'm wondering if there's something simply just stuck on the back end. Let me know what happens!
If that doesn't resolve it, definitely open up a support case so we can dive deeper :)
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180 Points
Hello Saadet,
I did recreate the queue, and that worked.
I'm still not sure why the system would play a second queue greeting. Though I am glad that the issue is solved.
Thank you for the assistance and suggestions.
I did recreate the queue, and that worked.
I'm still not sure why the system would play a second queue greeting. Though I am glad that the issue is solved.
Thank you for the assistance and suggestions.
Saadet - Community Moderator, Official Rep
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62,226 Points
Of course, my pleasure!
Like I said, very abnormal behavior but I'm glad that recreating the queue fixed the issue. Sometimes you just have to "refresh" things ;)
Like I said, very abnormal behavior but I'm glad that recreating the queue fixed the issue. Sometimes you just have to "refresh" things ;)
Heads up that I'm now seeing the same bug a year later. Will be a pain to delete this queue and start afresh, as I've made lots of customisation, including the audio recordings. Has any other fix been identified in the meantime please?
Saadet - Community Moderator, Official Rep
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62,226 Points
Hey Steve,
By any chance are you re-using Call Queue extensions? I would suggest contacting Support so we can take a closer look. You and Raymond seem to be experiencing something very rare
By any chance are you re-using Call Queue extensions? I would suggest contacting Support so we can take a closer look. You and Raymond seem to be experiencing something very rare
Yes I'm using call queue extensions. I'll open a ticket with support. thanks
