Leave a message option for IVR

leave a message option for ivr

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adds an ivr option for callers to leave a message instead of waiting on hold

what changes

a new ivr menu choice allows callers to leave a voice message when agents are busy or unavailable. this message is saved and accessible to queue agents.
agents receive notifications of new messages and can listen to them directly in the cockpit interface. they can then return the call as needed.

benefits

  • reduces caller wait times
  • improves customer satisfaction
  • ensures no missed requests
  • streamlines agent callback process

use cases

  • high call volume periods
  • after-hours support
  • complex inquiries requiring callbacks
  • queues with limited agent availability

how it works

  1. caller selects the leave a message option in the ivr menu
  1. caller records a voice message which is saved in the system
  1. queue agents receive a notification of the new message
  1. agents access and listen to messages via cockpit and call back as appropriate
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configure clear prompts in the ivr to guide callers to the leave message option and confirm their recording was saved successfully