Queue call

[newavealex]

Hello, how to use "Play Intro Prompt" in Queue to prohibit playing music when all agents are busy.
Instead, let the system directly play the music of "Music on Hold"

For example: "Customer Service" Queue has an agent "Alex"

When "customer A" dials into Queue, he can hear the music of "Play Intro Prompt" and the music of "Music on Hold", and then "Alex" can answer the call.


At this time, can "customer B" directly hear the music of "Music on Hold" when customer B dials into the Queue,
Instead of listening to the music of "Play Intro Prompt" and then playing the music of "Music on Hold"。

 

[Clément Rousseau]

Why you want to do this ? Can you explain your context ? Why you want to bypass intro prompt only when all agents are busy ?
Depending on the context on function you are using, maybe we can find a workaround (like using ring group) but I would like to understand why ?

 

[newavealex]

Because when Queue has only one agent and is serving the phone,
The second customer who entered the Queue service should not hear the intro prompt because it is not yet served
It stands to reason that the second customer who dialed into Queue should directly hear the music in "Music on Hold", and the second customer should only hear the intro prompt when the agent is available for service.

 

[leejor]

When someone dials a number, let alone into queue (they don't know it's a queue), they expect either ringback tone (until answered, in a reasonable time), or a recording, explaining what is happening to their call. They do not expect to go directly to music with no explanation. That is not "normal", and may cause people to simply hang up, and try again. The "Intro Prompt" is there to let people know they are being put on hold.

...or perhaps I'm misunderstanding you.

 

[newavealex]

Because the voice of "recording announcement" is played on "Intro Prompt", when the agent is not available, the second customer who dials in must first hear the voice of "recording announcement" before playing the music of "Music on Hold" .
Obviously there is no agent to serve, which will confuse customers.

 

[leejor]

Are you complaining because the second caller (and subsequent) are hearing the recording, before going to music? Or, are you saying that they are not getting the recording, and instead, going straight to music?

the second customer who dials in must first hear the voice of "recording announcement" before playing the music of "Music on Hold" .
Obviously there is no agent to serve, which will confuse customers.

 

[newavealex]

I am complaining because the second caller (and subsequent) are hearing the recording, before going to music。

 

[leejor]

That's what I thought. Unfortunately, that is the way a queue works. You could have a short, silent, recording , as the initial greeting, but every caller will get that, then hold music, if there is no agent available. And, as I said, unless they have called previously (or were warned), most callers would find that (no message) confusing. That's why it works the way it does.

 

[AlexanderReichert]

I have to emphasize what @leejor said: the intro prompt is a welcome message to the queue. In general it should say: "Welcome to Customer Service. Your call will be answered in the order it was received. We will be with you shortly" That message ( or a more elaborate version of it) will always be correct regardless if agents are busy or not. You can decide if you want to poll available agents while the message is still being played, or after the message is completed. (I find the latter one more suitable).

 

[Clément Rousseau]

ok, I hope you understand why I have asked you more details about the context because what you asked is very strange and its not a proper way of thinking your scenario. For exemple, even if we follow exactly what you want, when caller come into queue, if agent take the call directly, the caller will not be able to hear the full message saying the call will be recorded.

Imo the proper way of doing this kind of thing is to send caller in an IVR, saying that the call will be recorded, IVR has no option and redirect after 1sec (still the message will be played, delay is counted after the duration of the message) to the queue with an intro prompt saying "please wait, an agent will answer you" and then caller will have full message saying call will be recording then go into a queue like usual, I think this is a more proper way of doing.

 

[leejor]

Even if you feel a queue message is not required, most callers want to be told what is happening to their call, confirmation that they reached the correct number, and the fact that they are being put on hold, . These days, it may even (should) contain information about shortened business hours due to Covid-19, are you even open, what changes have you implemented (need a mask?), is it curb-side pick-up, or can customers get in the door.

Many people are calling for that sort information alone. If they receive it in the queue message, it may mean that they won't have to bother an agent, asking the same questions.

Don't think of the message as wasting the callers time, have it provide information they might be calling about anyway.