Add Comfort Message to a Call Queue

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.

Office Manager Access to the Manager Portal or higher

1. 1

   Navigate to the Call Queue screen and select the Edit MOH icon across from the call queue.

   

2. 2

   Click Add Message or Copy and modify messages from the organization.

   • The latter option will copy the settings from the Domain's MOH settings.

   

3. 3

   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.
4. 4

   Once the desired message has been uploaded, press save. The portal will refresh and show the messages.

5. 5

   The messages will play in a descending order from #1. You may adjust these if desired.

6. 6

   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