Dirk,
Just one thing to be careful of. Obviously I don't know where you are located, or what your local regulations are, but check them out.... If you do this, the call has actually been answered, so if the caller is using a line where they are billed by the minute for making calls, they will be charged while in queue. Given they are hearing a ring tone, they may not realize this and, depending on your wait times, may get upset with unexpected large bills! I know in some areas, regulations are in place to prevent this. A simple warning prior to going into the queue would avoid this.
Of course, if it's a toll-free number, then you are picking up the tab anyway...
I just wanted to make you (and anyone else stumbling across this thread) aware of a possible tripwire!
------------------------------
Paul Simpson
Eventus Solutions Group
------------------------------
Original Message:
Sent: 08-23-2023 02:30
From: Dirk Krampe
Subject: dial tone instead of hold music
Hi,
yes I talking about the ring tone (sorry for the confusion ;-) ). The sound file was one of my ideas, I only wanted to know if there is a setting or something else I've overseen.
I've talked to the Teamleads of this department regarding the "introduction pre audio", but they don't want this. So I will upload the Audio file and everybody is happy.
Thanks for the fast responses
------------------------------
Dirk Krampe
Sixt SE
Original Message:
Sent: 08-22-2023 08:40
From: Paul Simpson
Subject: dial tone instead of hold music
Dirk, wouldn't dial tone be even more confusing? Or did you mean ring tone? Either way, you could get a wave file of the the sound you want and play that as hold music.
Just another quick point - are you currently dropping directly to hold music? You could play some pre-queue audio advising the caller of what's happening, so they get a more gentle "introduction" to the change....
HTH
------------------------------
Paul Simpson
Eventus Solutions Group
Original Message:
Sent: 08-22-2023 06:44
From: Dirk Krampe
Subject: dial tone instead of hold music
Hello,
is it possible to play a dial tone to the customer instead of hold music in the queue? The background is as follows: After we have introduced the queues to a team, the customers hang up because they hear the music. When asked by the customers, they do not expect a "hotline" from this number but a normal telephone line with a dial tone (as they have been used to from this department for 20 years).
#ArchitectureandDesign
#PlatformAdministration
#SystemAdministration
#Telephony
------------------------------
Dirk Krampe
Sixt SE
------------------------------