Posted by Ben, 01 Oct 2015
If you're taking lots of calls and are therefore using a Call Queue, you'll be pleased to know we've recently introduced some new features that will help improve the callers experience if they are in your queue.
You can now select the options in your queue for a caller to hear their current position in the queue, and an estimate of how long they will remain on hold before their call is answered.
Simply navigate to your Call Queues page in Dial 9, and click your call queue to edit it:
For position announcement the options are simply "Yes" or "No", and for hold-time announcement "Yes", "No" or "Once".
Finally, you'll want to enter a frequency for how often you want the caller to be given their queue position and/or hold time.
As always, if you would like help adding these enhancements or setting up a new queue, or if you have any other questions, please get in touch with us either via email to firstname.lastname@example.org, or by phone to 01202 912444.