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Status Future consideration
Categories RingCentral Phone
Created by Frank Busal-1100
Created on Oct 2, 2020

Enhance Queue Interrupt Message Feature to Allow Multiple Interrupt Messages For Marketing Purposes

Currently Queues offer a "interrupt" feature that breaks into the music of a caller waiting in the queue. Some systems refer to it as a comfort message.

Current Scenario: Elevator music is playing... It pauses, and a voice says, "Thanks for waiting. We will be with you momentarily".

What would be an amazing feature addition would be if a queue could have a collection of "Interrupt Messages" that could be configured to be played either sequentially or randomly at each interrupt period.

Example Scenario:

Hold music is playing.

Interrupt Message comes on: "Did you know that we have a blue light special on widgets? Ask a team member about our widget special"

Hold music resumes..

Interrupt message comes on: Now a different message comes on like : "We now offer online widget purchasing. Go to www.widgetsareus.com and check it out"

Hold music resumes..

Bottom line is that user could upload several promotional messages, and then define whether they are chosen at random or sequentially every time the system decides to play an interrupt/comfort message break-in.

Benefit of such feature This would allow us to communicate valuable information to caller while they are waiting for an agent.
Product Line RingCentral Phone