Managing outgoing greetings

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24 Comments

  • Intis Kalnins
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    We are just setting up Voice for our customer service team and I'm not sure how the call flows work. When agents aren't available what happens? Is there a message for that?

    Our current phone system has an out of hours message that directs the call to our voicemail.

    Just unclear how to script the messages when I cant see anything that shows how the calls are routed.

    Thanks.

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  • Ryan Nichols
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    Hi Intis, thanks for your comment! In Zendesk Voice, If no agents are available, the call is routed to voicemail, just as in your current system. Hope that help!

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  • Intis Kalnins
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    So no intro message to say agents are unavailable? As in, you call and just get played the voicemail message right away?

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  • Michael
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    Are call options available?

    So for example can we do the following?

    Press 1 during business hours, get placed in queue to reach agent
    Press 1 outside business hours, get alternate out of hours recorded message
    Press 2 at any time, hear repeating message (1) until caller disconnect
    Press 3 at any time, hear repeating message (2) until caller disconnect
    Press 4 at any time, hear repeating message (3) until caller disconnect

    In the case option 1 the caller reaches an agent over the phone (if within business hours/agent available/logged in), in the case of options 2, 3 and 4 the caller doesn't reach an agent, but gets a repeating message that details how to reach our Knowledge Base and submit a support ticket online.

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  • Nicole - Community Manager
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    Intis and Michael, 

    The article configuring voicemail options may have some helpful info for you.

    If you're on the Professional or Enterprise plan, you can route incoming calls via IVR. This will allow you to create a menu with options callers can choose through keypresses. You can build a simple phone tree with one level or, if you have a complex support team structure, layer multiple menu levels together.

    Check those out and let us know if that helps or if you have additional questions. 

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  • Kate Hope
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    Hi

    I want to change our available agents greeting for a custom message. I have recorded and saved this and it shows as the set greeting but when I call to check I am still played the default greeting?

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  • Jessie Schutz
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    Hi Kate! 

    Can you give us more detail about exactly how you have everything set up? 

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  • Stefan Gass
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    It would be great to have the option to upload different greetings for holidays which are set up in the schedule than the standard "Outside schedule" Voicemail.

    Currently the only way is to upload the desired greeting before the holiday and re-upload the standard greeting afterwards again.

    This can be very tiring and is error prone if you have multiple schedules and country/language lines.

    \Edit: I have created a product feedback regarding that - feel free to upvote!
    https://support.zendesk.com/hc/en-us/community/posts/360001085988 

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  • Nicole - Community Manager
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    Hey Stefan - 

    Thanks for that feedback! I encourage you to post it in the Product Feedback topic, which the Product Managers read through on a regular basis. 

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  • Richard Clifton
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    Is it possible to have no greeting on a number so that it goes straight to ringing?

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  • Jessie Schutz
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    Hi Richard!

    Just to clarify, do you mean that you want to bypass the IVR completely and just have the call ring to the first available agent, as if it were a regular phone?

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  • Richard Clifton
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    Jessie - Yes. For one of the phone numbers, I'd like it to bypass the IVR and ring the agent it is assigned to.

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  • Nick Dushack
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    Hi there Richard,

    If you are wanting calls to this number to be queued immediately, without hearing any greetings, you would navigate to Admin (gear icon)> Channels> Talk> click the 'Numbers' tab> choose the number you want to modify. Here you will switch both Available agents greeting (voicemail on) and Available agents greeting (voicemail off) to 'None'.

    With these settings disabled, the end-user will be queued and presented with the audio file uploaded for the 'Wait' music/greeting. If no agents are marked as online, they'll be immediately sent to your voicemail if enabled. I hope this gets you in the right direction!

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  • Mie Dohn
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    Is it possible to somehow give teamleaders access to change the greetings? 

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  • PJ Sto. Domingo
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    Hello Mie!

    The Team Leader custom role has greater access than agents, but it currently does not include the ability to modify settings in your Zendesk Talk. Changing the greetings is still limited to the Admins of your account. 

    Please let us know if you have any additional questions.

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  • Sergio Frias
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    Hola, como puedo cambiar el saludo inicial de mi talk , ya que cuando intento modificarlo solo me da las opciones de los mensajes predeterminados y no me permite subir un archivo de voz 

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  • Lynn Voie
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    Is there a way to assign different greetings based on business hours? At this time it seems we can only have either available agent or voicemail so our voicemail message has to be "all agents are busy or it's after hours" and it would be really nice to separate the two. 

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  • Beth Haberski
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    Why did you remove the phone call option for recordings? My talk is routed through to an office phone, not via browser, so how am I supposed to record anything using the "microphone permissions"? So frustrating.

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  • Christine DeVille
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    I agree.  Why can't we record using our phone anymore?  I don't have the capability of use the microphone option. This option was here in September 2018 when we first deployed TALK.

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  • Lynn Voie
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    I'll chime in as well with the same scenario as Beth and Christine. We do not have microphone permissions enabled on any of our computers and only connect through desk phones.

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  • Jamie Vogter
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    @Lynn we do currently have the option to route different voicemails based on a schedule. Inside the phone number, under the voicemails tabs there is inside and outside schedule and the schedule is setup in the routing tab. Hope that helps!

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  • Steph Thommen
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    Is it possible to change the call flow somehow? Attached picture of the flow I'd like to have. I'm on a professional licence

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  • Phillip Maxwell
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    Hi There. I dont have a huge team for Customer Services so i would like to have a staggered telephone message sequence.

     

    It should be

     

    Client Calls

    Introduced to initial Welcome Message

    Hold Music 

    Second Message 

    Hold Music

    Agent Unavailable - please leave a message

     

    Is this possible?

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  • Oliver Tietze
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    Phillip Maxwell you could do it like that:

    1. Produce a Hold Music including all wanted messages

    • Option A: Welcome Message, Music, Messages, alltogether at least 2-3 minutes long (or whatever your maximum waiting time should be)
    • Option B: Just Music and a "please hold" message which could be shorter (30-45 seconds) and will repeated until the maximum time is reached.

    2. Set the 'Maximum Wait Time in Queue' to the desired length (let's say 2-3 minutes) [in the general Talk settings]

    3. Activate Voicemail [in the number specific Talk settings]

    After the maximum time has reached, callers will be automatically redirected to the voicemail; the 'voicemail' greeting is played ("please leave a message"), and their message recorded.

    More or less the same applies to Steph Thommen

    Problem is: Zendesk forgot to design a general "Welcome" message (named 'Greeting' in Steph's flow. The 'Voicemail' greeting is used for 2 cases: callers getting redirected there AFTER a proper welcoming, and also callers getting redirected there because all Agents are offline. 

    @Zendesk: PLEASE FIX THIS... :-/

    Regards

    Oliver

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