Vaun,
Thanks for the quick response. There are times when a system outage has been discovered and our customers are suddenly faced with significant hold times. We would prefer to communicate that situation to anyone on hold so that people have an opportunity to hang up instead of waiting, only to be told that we are working on the issue and services will be restored shortly.
Additionally, those people calling about other issues will have their wait time decrease and we can provide a better experience for them as well.
As before, any suggestion or information is appreciated.
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Chris
Sonic.net
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Original Message:
Sent: 03-19-2021 20:38
From: Vaun McCarthy
Subject: Emergency Messaging
HI Chris
You can make use of calling Data Actions both during your inbound call flow, and within your in-queue call flow. For the in-queue call flow you can already play them estimated wait time and position in queue, but because the in-queue call flow essentially loops by default you could also put a Data Action in there to check something about the queue every x minutes or something. I'm doing something similar to check if the emergency routing has been activated, or if suddenly there are no agents interacting or idle. In the case of someone already in queue though, not sure what value there would be in doing your messaging as technically they should still be keeping their place in the queue.
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Vaun McCarthy
NTT New Zealand Limited
Original Message:
Sent: 03-19-2021 14:48
From: Chris Brinkoetter
Subject: Emergency Messaging
Is there a feature that would allow us to temporarily play an announcement to all callers currently on hold, and new inbound calls, in the event of a sudden increase in hold times?
#Unsure/Other
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Chris Brinkoetter
Sonic.net
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