Question

In what order do Talk greetings play?

Answer

Talk greetings play in the below sequence.

Available agents plays first if you don't use an IVR. If the IVR is activated, the IVR greeting is played. If you need to have an Available agents type greeting, set the greeting on the specific IVR route. See the Greeting option below

If enabled, the Callback and Caller must opt-in  or Caller must opt-out messages for call recordings play next

If enabled, the average wait time message plays once when the caller is in the queue, if the average wait time for the queue is over 2 minutes

Wait greeting plays last. If you use an IVR, greetings are controlled by the settings established there. Once a call routes from the IVR, the Wait greeting is played

The Callback greeting is only played once the end user presses 2 and only while the call is trying to route to an agent (after the IVR and before an agent answers). If the call comes through the IVR and the IVR route goes to a group, then the Wait or Available agents greeting takes over. The Callback greeting advises end users that they can keep their place in the queue, and once an agent is available they receive a callback on a nominated phone number. Adjust your IVR greeting to advise callers about how to use the callback functionality. Callback support is available to Voice SIP-IN lines.

Note: Hold music only plays when an agent manually places a caller on hold. The only other music that plays while a caller is in the queue is the Wait music. Ensure the greeting loops. The file should be encoded, so it doesn't create delays in the greeting being played.

For more information on setting up an IVR, see the article:Route incoming calls with IVR.