![]() If no available agents accept the call, or the max queue time is breached, the caller is offered voicemail. If an agent does become available, they are offered the call immediately, but the caller will continue to hear the Wait greeting (music) until the agent accepts the call. At that point the call enters the queue and waits (in your case for up to 2 minutes) for an agent to become available. If they press option 1, but all agents are either on a call or 'away,' in wrap up or otherwise preoccupied, the (optional) available agents greeting will play in it's entirety (please hold while we transfer your call to the X department. So, let's say an end user presses option 1, and no agents are online - they would be immediately presented with voicemail. If you want something to play before a call is patched through to a particular IVR option, that would be an Available Agents Greeting inserted under the settings for that IVR route. What plays during the space after the IVR menu selection is made but before a connection is made to the initial Talk Agent is consider a Wait greeting (by default this is music). This greeting also plays during call transfers. To clarify - the Hold greeting plays after a caller has connected with an agent, and that agent places the caller on hold to research something. If your agents forward calls to a phone system where personal voicemail boxes are not an issue, you can disable this option so that agents are immediately connected to callers when they answer. Forwarded calls not answered with a key confirmation are routed to voicemail and recorded in a ticket. This prevents calls from forwarding to an agent's personal voicemail if they do not answer. When agents forward calls to their phones, this option requires agents to press a key before the call is connected to indicate that a person is answering the call and not an automated voicemail. For more information, see Managing recording options in Zendesk Talk. You can select from a range of wait times between 1 and 20 minutes (or 1 and 60 minutes if you are on a Talk Enterprise plan).Įnabling this option allows the requester to see recordings from live calls that are added to tickets. The maximum queue wait time takes precedence over the Call offering time limit setting. Maximum queue wait time is ignored after a call is transferred. If voicemail is off, the caller will hear a greeting, then the call will end. ![]() Callers can dial 1 at any time to go straight to voicemail (if enabled). If you use Talk Professional or Enterprise, you can also select additional queue sizes in increments of 5 between 20 and 50.Ī maximum queue size of 0 prevents end users from submitting a callback request in the Web Widget (Classic).Ĭallers who wait longer than the time specified in the maximum queue wait time are sent to voicemail. You can select from a range of queue sizes, including 0, 2, 5, 10, or 15. Your call queue size determines how many incoming calls will be kept waiting for an available agent, whether on hold or in the callback queue, before being sent to voicemail (or an overflow number if it's configured and voicemail is off). Select the Enable Talk checkbox to turn Talk on or off.
0 Comments
Leave a Reply. |
AuthorWrite something about yourself. No need to be fancy, just an overview. ArchivesCategories |