Question
In what order do Talk greetings play?
Answer
Talk greetings play in the below sequence.
-
Available agents plays first (once in its entirety) if you don't use an IVR. If the IVR is activated, the IVR greeting is played. If you need to have an Available agents type greeting, set the greeting on the specific IVR route. See the Greeting option below.
- Callback greeting plays next if it is enabled followed by the Wait greeting. If you use an IVR, greetings are controlled by the settings established there. Once a call routes from the IVR, the Wait greeting is 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 comes through the IVR and the IVR route goes to a group, then the Wait or Available agents greeting takes over. The Callback greeting advises end users that they can keep their place in the queue, and once an agent is available they 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 only plays when an agent manually places a caller on hold. The only other music that plays while a caller is 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 the article: Route incoming calls with IVR.
7 Comments
I am a new Zendesk user and need a little help in building my phone trees.. Here are a few questions, and if anyone has screenshots, it would be appreciated as I'm more visual..
At what time interval will the callback option initiate?
The callback greeting is only played once the end user presses 2 -- how do I build / script that into the tree?
<Customer may> receive a callback on a nominated phone number -- is this spoken or entered numerically? and what does the script look like?
We recommend adjusting your IVR greeting to advise callers about how to use the callback functionality. -- meaning the callback message? how does that look?
Many thanks in advance..
My teams and I recorded specific IVR greetings to announce the callback feature in order to avoid the pitfalls of the included functionality. It is disappointing to see that a workaround rather than an improvement opportunity.
Would there be any particular reason why there is about a 4-5 second silence after the call has been connected before the greeting is played? Is this normal?
Hello there!
Just a couple of questions regarding this feature:
Thank you for the help,
Hello Josh,
I see you're getting some assistance with this in a private ticket, I believe this question that you have is an issue our developers recently found. Our team is actively working on a fix to resolve it and If you have further questions or concerns about this please follow-up there. :)
Hello Jennifer,
Apologies for the delayed response; we've been dealing with a high volume of tickets lately. At this time, we can only upload or update the greetings for Callback which is the press 2 and the Callback confirmation after selecting the options from press 2.
As I checked we can use the press 2 callback feature if customer is waiting in a queue and we recommend customers to edit the IVR to inform their customers about the callback feature.
For your reference, this is also discussed as Note part of this article Enabling customer callback (Talk Professional and Enterprise) where it says "You cannot configure callback as a menu option in IVR; however, if a customer is waiting to be routed to an agent in the queue, they can request a callback. You must record a new IVR greeting that can be selected in the Edit Route window.”
This article only addresses 3 of 8 possible greetings.
Is there a way to have a downtime announcement play first whether or not agents are available?
I'm also curious how to use "downtime announcement". Ideally that would be a dedicated greeting option which would be placed first in case of use.
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