Add Comfort Message to a Call Queue
Written by Marissa Orsini
Updated at June 12th, 2023
Table of Contents
Scope
Intended Audience: All Users
After creating a call queue, you may wish to add messages at intervals of their on-hold experience. This article outlines how to add messages to a call queue.
Requirements
Office Manager Access to the Manager Portal or higher
- Navigate to the Call Queue screen and select the Edit MOH icon across from the call queue.
- Click Add Message or Copy and modify messages from the organization.
- The latter option will copy the settings from the Domain's MOH settings.
- The latter option will copy the settings from the Domain's MOH settings.
- When clicking Add Message the following available options are:
- Wait Status Updates: This option will periodically update the caller with their current position and/or Estimate Wait Time for their call to be answered by an agent.
- Text-To-Speech: Gives the ability to type out the desired message and choose a voice for the recording.
- Upload: Upload a pre-recorded message to be played *Must be in WAV or MP3 format
- Record: Have the system call an extension or external number in order to record a new message.
- Once the desired message has been uploaded, press save. The portal will refresh and show the messages.
- The messages will play in a descending order from #1. You may adjust these if desires.
- You may also desire to adjust the intervals of these messages, which you may do on the MOH screen for the queue you are selecting
