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1. To set up Waiting Rooms, the first step is to click Configuration
2. Click Phone Settings
3. Click the Audio Uploads tab
4. Click the center area to import your file.
NOTE: Take note of the file types allowed. There is also a 20mb file size limit.
5. Type a name for your audio file
6. Click Save
7. Once you have a file saved, you can click the Play button to listen to the file (it will open in a new tab)
8. You can edit the name of the file by clicking the Edit button
9. Click in the name area to edit the name of the audio file.
10. Click Update when you've completed the renaming of your file, or click cancel to not make any changes to the file name.
11. You can also delete the audio file by clicking the Delete button.
12. If you are deleting a file, you'll be prompted to confirm the deletion by clicking the green "Ok" button.
For this example, we'll click the red "Close" button to retain our file.
13. You'll want to ensure all of your audio files are added prior to building out your Waiting Rooms.
Once you have all of your audio files needed, click Waiting Rooms
14. Click Add a new waiting room
15. Type in a unique name for your Waiting Room
16. Click the dropdown to select who should be eligible to answer calls sent to this waiting room.
17. Selecting "Everyone" which will enable all users to pick up the call.
Agents/Teams/Branch/Tags allows you to select specific users/teams/branches/tags.
State Routed Transfer will allow users eligible based on state eligibility to pick up the call.
18. For this example, we selected "Teams"
Choose one or more teams in the "Pick the teams" section.
19. The option "Prompt agents going Online" prompts users to answer calls in the waiting rooms when trying to go to an Online status.
Hover over the tool tip next to the checkbox for more information.
20. The option "Enable Bypass" presents the agent with the next waiting room call in queue instead of being moved to Busy status when declining a Waiting Room call.
Hover over the tool tip next to the checkbox for more information.
21. The option "Enable Call Intercept" will randomly select an eligible agent making an outbound CamQ call (and hasn't connected yet) to prompt them to answer the waiting room call.
Hover over the tool tip next to the checkbox for more information.
22. Click inside the "Maximum hold time" section and type in how long you want the caller to be in the waiting room.
The default is 600 seconds. Adjust accordingly based on your business needs and audio file durations.
23. There are several options you can choose as the "Failover" option of the Waiting Room.
When the Maximum Hold Time expires, one of the options will occur from this dropdown.
Click the dropdown to view the available failover options.
24. Transfer to # will allow you to transfer the caller from the Waiting Room to another phone number of your choosing when the Hold Time has expired (nobody picked up the call).
Type in the phone number in the "Choose a Number" section.
25. Choose Transfer to IVR if you want to transfer the call to one of your other Inbound IVR phone numbers in your system.
Select one of your Inbound IVR numbers from the 2nd dropdown menu that appears.
26. Choose Transfer to new Waiting Room if you want to transfer the call to one of your other Waiting Rooms in your system.
Select one of your Waiting Rooms from the 2nd dropdown menu that appears.
27. Choose "End" to end the call once the Hold Time expires (nobody picks up the call).
NOTE: This will not send the caller to the voicemail - it will terminate the call at the end of the Hold Time duration.
28. To choose an audio file to be played when a caller is sent to the Waiting Room, click the + symbol to select an audio element in the "Primary Audio" section.
29. Choose whether you want to use Text to Speech or an Audio File that you added initially.
For this example we'll choose "Audio File"
30. Select Audio File
31. Click the dropdown to select one of your uploaded Audio Files.
32. Select the file name
33. You can loop the audio file for the duration of your Maximum Hold Time (if the file is shorter than your Hold Time duration).
See the tool tip for more information.
34. You can choose an additional audio element by clicking the + symbol.
35. For this example, we will type in a message to be spoken.
NOTE: The typed text will be spoken through a digital text-to-speech application and may not have the naturally spoken tone as desired.
36. In this example, we are going to choose another audio file to play after the text to speech is read to the caller.
Click the + symbol to select another audio file (or to select the same audio file as the first option).
37. Choose whether you want to use Text to Speech or an Audio File that you added initially.
For this example we'll choose "Audio File"
38. Select Audio File
39. Click the dropdown to select one of your uploaded Audio Files.
40. Select the file name
41. If you wish, you can loop the audio on the last audio file added to your Primary Audio section.
Click the toggle button to loop the audio.
This will only loop the audio file if it is shorter in duration than your Maximum Hold Time setting listed above.
42. In the "Termination Audio" section, you can play audio elements before the Failover Action occurs.
See the tool tip for more information.
43. Click the + symbol to select an audio file or use Text to Speech.
44. For this example, we will choose "Text to Speech". Type in your message.
45. Once you have all of your audio elements added for the Termination Audio section, scroll down and click Save.
46. After saving your Waiting Rooms, you can proceed to add more waiting rooms by going back to Step 14 and completed the process again.
Once all waiting rooms are added, refresh your browser and click the IVR Phones tab.
47. Click Edit on the IVR phone number you wish to configure for Waiting Rooms.
48. Click the Routing tab.
49. If you are prompting callers to press an option when they call your IVR number, click Yes for the question "Do you want to prompt the caller to enter a dialpad response?"
NOTE: You may want to add a Greeting to alert callers to press a digit.
50. Click Next
51. Click the green + symbol to add your first Inbound IVR action you want to list.
52. Click in the "Enter # of Symbol" area and type in the digit you want users to press to get to your specified Action in the dropdown.
For this example we will type "1"
53. Click the dropdown for "Action".
54. Select Transfer to Waiting Room
55. Click the dropdown for "Choose a Waiting Room".
56. Select the waiting room desired.
57. Click the + symbol to add additional actions if desired.
58. When completed with adding the IVR Actions and Options for callers, click Next or skip to Step 64 in this tutorial.
59. Alternately, if you are not going to prompt callers to press a digit, click "No" on the sub-tab Actions: No User Input then click "Next".
60. Click the top Dropdown to reveal all the options for routing.
61. Select Transfer to Waiting Room.
62. Click the dropdown to choose one of your Waiting Rooms.
NOTE: All calls coming into this IVR number will route to the Waiting Room selected and follow the Waiting Room configuration.
63. Select the specific waiting room needed.
64. Click Preview & Save
65. Click Save.
All routing of calls that come into the phone number will now follow the Waiting Room configuration.
66. When an Incoming call to one of your IVR lines gets placed in the Waiting Room, you'll see the Waiting Room Fishbowl at the top of Ricochet populate.
67. Click the top icon on the call card to view the lead details of the lead (if there is a lead associated).
This will take you to the lead details page of the lead record.
68. Click the green phone icon to answer the call from the Waiting Room.
69. If there is a lead associated with the call that you are answering from the Waiting Room, the lead pop-up window will appear as will the dial pad at the bottom of the screen.
When completed with the call, click End Call.
70. If you happen to get more than 1 call in the Waiting Room Fishbowl area, you can drag the area at the top of the page down to show more incoming calls.
To expand, click the bottom right corner of the Waiting Room area and drag it down
71. To resize the area, click the bottom right corner of the Waiting Room Fishbowl area and drag it up to the desired height.
72. If you click the top icon on the call card and there is no lead associated with the number calling in, an error message will appear at the bottom right of Ricochet indicating there is no lead associated with that call.
73. The error message indicating there is no lead associated with the number calling in at the bottom right will go away after a few seconds, or you can click the X to clear.
Applicable User Seat Types
Applicable Permissions
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