Play an announcement before forwarding call to another extension
It would be great for our customers to know who their call is being forwarded to when an admin adjust a user's call handling setting to be forwarded to a co-worker. Adding a customizable announcement feature for fowarded calls would be benificial.
Aaliyah
shared this idea
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Patrick
commented
I actually have a critical need for this in my company. Our clients call their local office for any of their needs. However, if, for whatever reason (nobody's available, high call volume, etc.) the client is on hold for too long (in our case, 1 minute), we forward them to our National Call Center where the client needs can be addressed.
My clients need to know that they are being forwarded to the National Call Center and are no longer going to be talking with their local representative.
Right now, I'm handling this in a very awkward manner. I have our Call Queue set up so that if nobody answers within the 1 minute time limit (noted above) it forwards to ANOTHER call queue which plays the greeting "your call is now being forwarded to our national call center..." and immediately forwards it to the external number.
This is an OK workaround... but is an added step that really isn't necessary. We should be able to play the message that the call is being forwarded straight from the wait time management area.