Excluding selected inbound calls from recorded greetings
RespondidaWe have 3 customer service teams using zentalk. The rest of the business including reception remains on a separate phone system. We appreciate talk does not integrate with our Onex phone system and so created 3 new numbers to which our 3 published customer service team numbers are diverted in talk. This allows customers to call to call agents on talk using the familiar telephone numbers.
However, if a call is transferred from our reception by the operator to one of the 3 customer services teams, upon being transferred, the caller get the recorded greeting. The caller has already had a recorded greeting on calling reception, so is unecessarily getting a second one.
Can we exclude these 3 defined numbers from getting the greeting upon being transferred from reception and upon hitting talk? We would like the caller to go straight to hold music, no initial greeting.
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Hi Howard.
No, you can exclude transferred calls from the greetings in Talk.
There are 2 way how you can bypass this, however.
- When the receptionist transfers the call to one of the Customer Service numbers, they can do a "warm transfer" to the number. Meaning they call the wanted number and stay on the line until the greeting has played and the then makes the transfer once the call hits the queue in Talk
- You can create an extra number to handle these transferred calls from the reception. You simply set this number up with out any greetings and the call would go directly to queue.
#helpsome regards,
Thomas de Silva
Zendesk Consultant @ helphouse.io -
Hi
Thank you for your swift reply. Much appreciated.
I am new to Talk - we went live last week, and ,my colleague to did much of the set up is on leave this week.
Could you guide me how to set up this number for reception to use and link agents to it? We'd need three numbers, one for each team.
In the meantime we will adopt option 1,
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Hi again.
Please read:
and
#helpsome regards,
Thomas de Silva
Zendesk Consultant @ helphouse.io
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