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  • 1.  Greeting Before Routing to Agent

    Posted 04-27-2022 12:32
    No replies, thread closed.
    I can't seem to find a way to configure a recorded greeting in an Outbound Campaign before an agent.

    I'm looking for the ability to play a recorded greeting "Hi, an agent will be with you shortly" - prior to the agent answering a progressive outbound call.  Is this possible?

    The reasoning for this, is we are dealing with a little lag in some calls. Doesn't seem to be all, but a percentage of them have a delay in the customer answering and the agent getting the call and replying.  I THINK this may be due to some internet lag with some agents.  I'm hoping a recording will help alleviate abandons or confusion for these cusotmers.

    Thanks.
    #Outbound

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    Christopher

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  • 2.  RE: Greeting Before Routing to Agent

    Posted 04-28-2022 08:07
    No replies, thread closed.
    I have found the same situation and the only answer I could provide is using the in-queue or outbound call flow to play the message.

    The in queue flow seems like the right way to go but the message often gets cut off as the the lag time is short. 
          There may be some opportunity in using the in-queue flow with a bullseye ring and a special skill to lock up the call before allowing it go to an agent.

    The Outbound flow can play the message before the caller gets to queue so the prompt is played in full.
       I feel like there may be restrictions for certain customers on sending the dialer call to a flow but I'm not 100% on that.

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    Chris Martin
    CCS Medical
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    Original Message


  • 3.  RE: Greeting Before Routing to Agent

    Posted 05-02-2022 11:00
    No replies, thread closed.
    As far as I can tell, the Outbound flow requires a static Contacts List be associated with the flow, correct? If that's the case, it sounds like this will only work for an outbound campaign, and not for every call placed on behalf of a certain queue, unless I'm missing something or there is a workaround for this.

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    Duncan Maloch
    Sonic.net
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    Original Message


  • 4.  RE: Greeting Before Routing to Agent

    Posted 04-29-2022 09:18
    No replies, thread closed.
    I would like a simpler way to implement a feature like this by queue. Something like in the Queue Admin, a field that says "Outbound message to play before connecting". 

    All of our calls are recorded, and it would be convenient to have a "this call is being recorded" message play on every call made on behalf of that queue.

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    G. Tyler Peters
    Novant Health
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    Original Message


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