In what order do Talk greetings play?
Talk greetings play in the below sequence.
- Available agents plays first 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.
- If enabled, the Callback and Caller must opt-in or Caller must opt-out messages for call recordings play next.
- If enabled, the average wait time message will play now the caller is in the queue (it will only play once) if the average wait time for the queue is over 2 minutes.
- Wait greeting plays last. 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.
For more information on setting up an IVR, see the article: Route incoming calls with IVR.