Hello Zoho Voice Team,
We would like to request an enhancement to the Queue Audio Profile configuration that would allow administrators to play an announcement immediately when a caller enters a queue.
Current Limitation:
Today, after the Welcome Greeting is played, callers enter the queue and hear hold music. Custom Announcements are only played when the first queue interval is reached, which may be 30, 45, 60 seconds, or longer depending on the queue configuration.
This creates a challenge when organizations need to communicate urgent information to callers.
Use Case:
A service outage, known issue, maintenance event, or widespread incident occurs and generates a large number of incoming calls.
The support team updates the queue announcement to explain the situation and reassure callers that the issue is already known and being addressed.
However, many callers abandon the queue before the first announcement interval is reached, meaning the callers most affected by the issue never hear the information intended for them.
Requested Enhancement:
We would like Zoho Voice to add a dedicated announcement slot that plays immediately after the Welcome Greeting and before the caller enters the hold-music cycle
Or
To play the Custom Announcement in the Queue Audio Profile immediately after the Welcome Greetings and after that add it to the regular message Interval set in the Queue Audio Profile
Business Benefits:
During service disruptions, organizations often receive a surge of calls from customers affected by the same issue. Providing immediate communication before the hold-music cycle begins can significantly reduce confusion, improve customer confidence, and decrease unnecessary call handling by proactively answering common questions.
Additional benefits include:
- Improving customer communication during outages and service incidents.
- Reducing caller frustration and uncertainty.
- Reducing duplicate contacts and unnecessary support interactions.
- Providing organizations with a more effective way to communicate urgent operational updates.
This functionality is commonly available in contact center platforms and would be a valuable addition to Zoho Voice.
Thank you for your consideration.
Kind regards,
Ram