Queue Call Waiting (Hold and Waiting Messages)

This article covers detailed information about queue settings. Before proceeding, we recommend that you follow the instructions in this article. 

When a caller is routed to a queue, they will hear the standard US ringback tone while waiting for a call to be answered by an agent. You can customize this experience by selecting a different audio file to play in place of the ringback tone or by adding waiting messages to the queue.

• Hold music will play in place of the standard ringtone.
• Waiting messages will play at custom intervals while the call is ringing to the queue agents. Waiting messages also offer additional routing options, such as allowing a customer to leave a voicemail, choosing to continue to hold, or choosing to be routed to another queue.

Configuring Hold Music

By default, queues will play the standard US ringtone while a caller waits for an agent to answer. You can replace this with one of the default system files, including the UK ringback tone and several generic music options. Or, you can upload your own file to play instead. Click here for more information about managing audio files on your account.

1. Navigate to Flows → Queues and click edit next to your queue.
2. In the General section, locate the field labeled Play message to callers.
3. Click the cloud icon on the left side of the field.
4. In the pop-up that appears, you can choose to upload a new file, use a past file, or use a system file. After you have selected the file you would like to use, click Upload Audio.
5. Click Save Changes.

Waiting Messages

Waiting messages will play at specified intervals while the call rings to the queue agents. These messages can convey important information to your caller, such as current specials, helpful tips, their position in line, and expected wait time.

Note: Wait time is updated over time. based on the average time calls are waiting in a specific queue.

Waiting messages also offer additional routing options so customers can leave a voicemail, continue to hold, or or route to another queue.

The series of messages can repeat in a loop for as long as the caller continues to hold.

1. Navigate to Flows → Queues and click edit next to the queue.
2. In the Waiting section, select +Add Message to add a waiting message.
   
3. In the Play Message field configure the message that you wish to play. See this article for more information on how to manage messages.
4. Select the expected wait time and the position in the queue to add variables to your message (if you are using a text-to-speech message).
5. Use the field to the right of the message field to set how long the call should ring before this message is played. Note: the time delays on each message are relative to the previous message.
6. To add routing options to the waiting messages, select the plus sign on the right side of the Play Message field.
   
7. Use the drop-downs to configure the keypress the caller will select, the action it will take, along with the triggers as a result of that keypress (optional). Available actions include:
   • Keep holding & restart (restarts the waiting message) - No action is taken with the caller. They can replay the message you have included in your Waiting message pattern. The contact continues to hold in the queue for an agent.
   • Keep holding & continue (continues the waiting message) -No action is taken with the caller. They will continue to hear the wait messaging until picked up from the queue or until they hang up.
   • Hold position in line, hang up & call back -This uses the "expected wait time" value and places a call back to the contact when we expect an agent to be available again. You will need to select where to route the customer upon callback. Typically, this involves playing a message asking the contact to hold for the next available rep, and then they will continue to hear the wait messaging until picked up from the queue. This is not the same as using a Smart Dialer, where we confirm agent availability before calling the contact.
   • Route to a number -Use this option if you want to allow the contact to connect with an external receiving number instead of holding in the queue. For example, an answering service.
   • Route to an agent -Use this option to allow the caller to connect with a specific CTM agent instead of holding in the queue. 
   • Route to a voice menu -Use this option to allow the caller to connect with a Voice Menu instead of holding in the queue. This is used for things like a company-wide voice mailbox or to request a callback via a Smart Dialer 
   • Route to a geo router -Use this option if the caller should be conditionally routed to a number based on where they are located instead of holding in the queue.
   • Route to a smart router -Use this option to conditionally route the caller to another person, voice menu, or number instead of holding in the queue. 
   • Route to a routing table -Similar to Smart Routers, Routing Tables allow you to conditionally route a caller based on a single dimension or value
   • Route to a virtual agent -This option requires setting up a virtual agent. Contact us for details.
   • Route to a voicemail -Use this option if you want to allow the caller to leave a message with one specific agent's voicemail box instead of holding it in the queue.
8. Click Save Changes.

This feature is commonly used to give callers the option to leave a voicemail or to continue to hold. For example, configure keypress 1 to use the “keep holding” action and keypress 2 to route to a voicemail box.