Welcome! How can we help?

Popular Searches: Microsoft Dynamics, Voicemail, Testing Number Swapping, Moving Numbers

Queue Call Waiting (Hold and Waiting Messages)

HomeSupport HubNumbersRoutingQueues › Queue Call Waiting (Hold and Waiting Messages)
Last Updated: 09/19/2018

Call queue routing offers the option of playing hold music and custom waiting messages while callers wait for an agent to answer the call.

  • Hold music will play in place of the standard ring tone.
  • Waiting messages will play at custom intervals while the call is ringing to the queue agents.  Waiting messages also offer additional routing options, such as allowing a customer to leave a voicemail, choosing to continue to hold, or choosing to be routed to another queue.

Configuring Hold Music

By default, call queues will play the standard US ring tone while a caller waits for an agent to answer.  You can replace this with one of the preset hold music options or upload your own file.

1) Navigate to Numbers → Queues and click edit next to your call queue.

2) In the General section, locate the field labeled Play message to callers.

3) Click the cloud icon on the left side of the field.

4) In the pop-up that appears, you can choose upload a new file, use a past file or use a system file.  Click Upload Audio after you have selected the file you would like to use.

5) Click Save Changes.


Waiting Messages

Waiting messages can be used to convey important information to your caller, such as current specials, helpful tips, their position in line, and expected wait time.  You can add custom routing to these messages allowing callers to continue waiting in the queue or to choose another route.  Waiting messages will repeat in a loop if the caller continues to hold.

1) Navigate to Numbers → Queues and click edit next to your call queue.

2) In the Waiting section, click +Add Message to add a waiting message.

3) In the Play Message field that appears, configure the message that you wish to play.  See this article for more information on how to manage these messages.

4) Click expected wait time and the position in the queue buttons to add these variables into your message (if you are using a text-to-speech message).

5) Use the field to the right of the message field to set how long the call should ring before this message is played.  Note that the time delays on each message are relative to the previous message.

6) To add routing options to the waiting messages, click the plus sign on the right side of the Play Message field.

7) Use the drop-downs to configure the keypress the caller will need to use, the action it will take, and any triggers you would like to run as a result of that keypress (optional).  Available actions include:

A common use for this feature is to give callers the option to leave a voicemail or to continue to hold.  For example, configure keypress 1 to use the “keep holding” action, and configure keypress 2 to route to a voice menu that you have set up to use as a voicemail box.

8) Click Save Changes.

Was this resource helpful?
0 0