Adding a custom queue recording to your account

Specialty Answering Service answers about 86% of calls within 3 rings or less. However, when there are unexpected spikes in volume, callers may need to wait in queue for the next available answering service agent. For those instances, you may want to add your own customized queue music or recording instead of using our standard music. This will give your callers a more personalized experience while they’re waiting on the line.

Creating a custom queue recording is only available on our Basic and Flex platforms.

Here's how it works:

If there is no queue time, meaning calls are not waiting to be answered, callers will hear your initial upfront greeting, "Thank you for calling Your Business! We'll be right with you. For quality assurance, this call may be recorded." Then, they'll be immediately transferred to an agent.
If there is queue time, meaning calls are waiting to be answered, callers will hear your initial upfront greeting, "Thank you for calling Your Business! We'll be right with you. For quality assurance, this call may be recorded." Then, your custom queue music or greeting would be played. If there is still a queue after the recording ends, it will repeat until an agent answers.

Did you know? You can also create a custom hold recording that will play when your callers are placed on hold after being connected with an agent.

When adding a custom queue greeting, there a few parameters to keep in mind:

The greeting file size cannot exceed 5 MB.
Files can be uploaded in mp3 or wav format.

If you are on our Basic platform and would like a custom queue greeting added to your account, you’ll need to start a support case and attach your file. Once the new file is attached to your line, we'll let you know!

If you are on our Flex platform, you have the ability to add this yourself! Check out this tutorial for instructions.