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- Feb 27, 2013
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When a digital receptionist (DR) is used to transfer a call to an extension.
The caller will hear "please hold while I transfer your call" and then Music on Hold (MOH).
I am getting many complaints about this.
Most callers have the belief that when they have patiently listened to the often long winded IVR from the DR that when they choose an Option e.g 1 for Sales > they should hear the ringback tone of that extension and not another "please hold while I transfer you call...." and then MOH.
Many believe that they are "on hold" and are unaware that their desired extension is actually ringing at that point. Many will hang-up stating stating "I haven't time to be on hold" - if they hear a ringback tone it gives them more confidence that their call is about to be answered.
In Summary
We need control of the MOH behavior, when a DR Action is Selected.
We need an option to allow us to have either a custom MOH or basic Ringback tone.
I have shown examples of both below.
I suppose e.g 2 in red ink, gives the most flexibility in that the custom MOH could be a recorded Ringback tone or something else if desired.
See the sample Digital Receptionist Form below
The caller will hear "please hold while I transfer your call" and then Music on Hold (MOH).
I am getting many complaints about this.
Most callers have the belief that when they have patiently listened to the often long winded IVR from the DR that when they choose an Option e.g 1 for Sales > they should hear the ringback tone of that extension and not another "please hold while I transfer you call...." and then MOH.
Many believe that they are "on hold" and are unaware that their desired extension is actually ringing at that point. Many will hang-up stating stating "I haven't time to be on hold" - if they hear a ringback tone it gives them more confidence that their call is about to be answered.
In Summary
We need control of the MOH behavior, when a DR Action is Selected.
We need an option to allow us to have either a custom MOH or basic Ringback tone.
I have shown examples of both below.
I suppose e.g 2 in red ink, gives the most flexibility in that the custom MOH could be a recorded Ringback tone or something else if desired.
See the sample Digital Receptionist Form below
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