In what order do Talk greetings play?

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  • Kalle Windefalk

    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.

  • Janice Brown

    What is the best way to have a different "Wait" greeting for each group (specific to a group) in an IVR branch?

    It appears that when a wait greeting is added, it plays for all callers even if they selected a unique group.

    Group 1 = McDonald's
    Group 2 = Burger King
    Group 3 = Chick-fil-A

    During the waiting period to be connected to the applicable group, I want to make sure the Burger King customer does not hear the "wait" greeting for the McDonald's customer.

    The only thing I could think of that would fix this issue is to have more than one Phone number in Zendesk Talk that routes to the same Agents but I'm hoping that is not the case.

    There could be up to 81 "Wait" groups if using all branches in the IVR call tree.
    Please advise.



  • Carl McDowell
    Zendesk Customer Care

    Hi Janice,

    Each number can have only 1 "wait" greeting in place, so like you mentioned you would need to have more than 1 number to be able to have a different wait greeting played.
    You could a top level IVR, and then for each company have a different number with their specific wait greeting, and use the IVR option to have the call route to the other number on keypress (This will incur additional charges for the outbound call). And then configure the rest of the IVR on each individual number.

    Alternatively you could look into using a Third Party integration with Talk Partner edition.


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