Change IVR greeting for Call queue if all agents are busy

Objective

Change IVR greeting if all agents are busy for a main line (auto attendant) that is forwarded to a call queue.

Applies To

Account Manager > Call queues

Procedure

1. Login into AM.
2. Navigate to Menu Phone System.
3. Click on Auto Attendant menu. 
4. Edit the Auto Attendant in cause, and identify the call queue to which is forwarding the calls.
5. Click on Call queues.
6. Edit the desired Call queue.
7. Scroll down at IVR Message .
8. Click on Manage greetings . 
9.  
10. 
11. Click on Upload Greeting if you wish to upload a new greeting. Select checkbox if you want to make it as default for this call queue.
12. 
13. Click on Record Custom Greeting if you wish to record a greeting from a phone. The system will select this greeting as default after you close the call.
14. 
15. Select the greeting and then click back.
16. 
17. Click Save.