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.
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.
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.
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.
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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