Setting up a call queue greeting

Last Updated : Jun 08, 2023 |

About this task

Set a greeting message for callers connecting with an agent from your call queue. Avaya Cloud Office™ provides the default call queue greeting in the following format: Thank you for calling <CALL QUEUE NAME>. Please hold for the next available agent. However, you can create a custom call queue greeting with one of the following options:

  • Computer Microphone: To record your message with your computer microphone. You can replay the recording before uploading.

  • Phone: To record your message with your phone. After typing your phone number, Avaya Cloud Office™ calls you to record your custom message over the phone.

  • Importing: To upload a .wav or .mp3 file from your computer.

Note:

To add an after-hours message, you must set Avaya Cloud Office™ from the Call Handling & Members drop-down menu to play an announcement during after-hours.

Procedure

  1. Click Phone System > Groups > Call Queues.
  2. Click the call queue to configure.
  3. Click the Greeting & Hold Music drop-down menu.

    Avaya Cloud Office™ displays the Work hours tab by default.

  4. Under Call Queue Greeting, click Edit.
  5. On the Call Queue Greeting window, under Set Greeting, select one of the following options:

    • Default: To use a default greeting message.

    • Custom: To add a custom greeting message.

  6. To set a custom greeting, select the required option, and add your message.
  7. Click Done.
  8. Optional To set up a greeting for after-hours, click After Hours, and repeat steps 4 to 7.
  9. Click Save.