In what order do Voice greetings play?

Question

In what order do Zendesk Voice (formerly Talk) greetings play?

Answer

Voice greetings play in the sequence below.

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

If you turn them on, the Callback and Caller must opt-in or Caller must opt-out messages for call recordings play next

If you turn it on, the average wait time message plays once when the caller is in the queue, if the average wait time for the queue is more than 2 minutes

Wait greeting plays last. If you use an IVR, the settings established there control greetings. After a call routes from the IVR, the Wait greeting plays.

The Callback greeting only plays after the end user presses 2 and only while the call tries to route to an agent. This happens 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. After 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. Encode the file so it doesn't create delays in the greeting.

For more information on setting up an IVR, see Routing incoming calls with IVR.