In what order do Talk greetings play?
Talk greetings will be played in the following sequence.
- Available Agents plays first if you are not using an IVR. If the IVR is activated, the IVR greeting played in place of Available Agents.
- The next greeting that is played is the Callback greeting (if enabled) followed by the Wait greeting. If you're using an IVR, greetings are controlled by the settings established there. Once a call routes from the IVR the Wait greeting will be played.
The callback greeting is only played once the end user presses 2 and only while the call is trying to route to an agent (after the IVR and before an agent answers). If the call is coming through their IVR and the IVR route goes to a group, then the wait or available agents greeting should advise end users that they can "keep their place in the queue and once an agent is available they will receive a callback on a nominated phone number". We recommend adjusting your IVR greeting to advise callers about how to use the callback functionality.
Note: Hold music will only play when an agent manually places a caller on hold. All other music played to a caller while in the queue is the Wait music.
Tip: For Wait greetings, we recommend a length of about 10-15 seconds.
For more information on setting up an IVR, see Route incoming calls with IVR.