Heck, after many years, I still can't figure how to play real music, change holiday songs for incoming, hold, and transfer, for each person!
BUMP. I would like to do this too.
I've done this for a client. It's not perfect, but it works for small scale instances.
Essentially, for each agent that needs to send clients to this message, you would create a separate IVR per agent. So, if the agents name is Billy, you'd name the IVR "Billy's Greeting IVR" or whatever you'd like. Upload your full greeting to this IVR, but instead of the "say agree" part, simply phrase it as "if you accept, press one". You would then create a separate call queue for Billy called "IVR Ringback - Agree" that is mapped to key press 1. That way, billy knows that it's the client who pressed one that is coming back to speak to him, vs a potentially live call. If the client does not agree, create another queue for Billy called "IVR Ringback - Disagree" or whatever you'd want to label it. Just something that gives details about the client's key press so the agent can answer accordingly.
A few caveats:
- if the agent is part of multiple queues and a client presses the Ringback option, the agent may not be notified if they've answered another call depending on your call flow.
- it's not intended for handling multiple clients at one time.
@tak-it1 Once you set up the IVR per agent and the call queue's that are mapped to the key press, how do you initiate the playback of the recording from within a live call?
