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Add Comfort Message to a Call Queue

Written by Marissa Orsini

Updated at June 12th, 2023

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Table of Contents

Scope Requirements

Scope

Intended Audience: All Users

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.

 

Requirements

Office Manager Access to the Manager Portal or higher

 
  1. Navigate to the Call Queue screen and select the Edit MOH icon across from the call queue.
  2. Click Add Message or Copy and modify messages from the organization.
    1. The latter option will copy the settings from the Domain's MOH settings.
       
  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. Once the desired message has been uploaded, press save. The portal will refresh and show the messages.
  5. The messages will play in a descending order from #1. You may adjust these if desires.
  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
call queue comfort message

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