In the call queue's edit page, scroll down to see IVR Message. The left-side navigation menu allows you to jump to the desired section quickly without having to scroll multiple screens. In the IVR messages, set up the following options:
- Initial Queue Greeting: The first IVR message is the initial queue greeting which is played when all agents are busy. For example: "All our representatives are busy, please remain on the line and your call will be answered as soon as possible." Click Change to select, upload, or record an audio file. If no audio file is selected, the default audio file will be played.
- Music-on-hold: You can play hold music while callers are waiting for the next available agent. If all agents remain busy, the caller hears the hold music, followed by a repeating Queue IVR. At this point, the caller has the option to leave a voicemail in the queue voicemail, or to continue to hold until the next agent becomes available. See how to set up a music on hold. Click Change to select, upload, or record an audio file. If no audio file is selected, the default audio file will be played.
- Repeating Queue Message: You can play a repeating queue messages at intervals while the caller is waiting for the next available agent. For example: “Your call is important to us. It will be answered in the order it was received, please continue to hold or press 2 to leave a message.” At this time, the caller has the option to leave a voicemail in the queue voicemail or to continue to hold until the next agent becomes available. You can enter a number for Repeat queue message interval. The maximum time between the messages is 45 seconds. While the caller waits in the queue, they hear the message repeated every 45 seconds. Click Change to select, upload, or record an audio file. If no audio file is selected, the default audio file will be played.
- Allow callers to leave voicemail: If enabled, callers can dial 2 to leave a voice messages while waiting in the queue.
- You can edit the queue greeting, but deleting it is not an option.