Essentials: Creating the Perfect Incoming Calls Flow

When a customer calls and enters the queue to talk to an agent, you can build a perfect incoming calls flow in Incoming Configuration.

Using the right sounds and messages, at the right length, optimise the time your agents and leads spend in the queue, and what they will hear. 

Here’s what we recommend: 

Wait Settings 

While a lead is in the queue, the wait settings which determine what they will hear. 

Connecting Sound: The first sound the lead will hear when entering the queue.  

📞‘You’ve have reached Outbound by Enreach, an agent will be with you shortly!’ 

Loop Sound: What the lead will hear while in the queue. This sound should be short, ideally no longer than 3 seconds.  

📞‘Beep...beep...beep’ 

Timeout Sound: If the lead is in the queue and reaches the maximum wait time without being connected to an agent, they will hear this message.

📞‘We’re sorry we couldn’t connect you to an agent. Please try again later.’ 

Sound Settings 

General fail message: Will be played if there are no agents to take the call, and you have selected Message and Disconnect in any of the following options:

📞‘Unfortunately, there are no available agents to take your call at the moment. Please try again later.’ 

We are closed: Will be played if a lead calls outside of Opening Hours.

📞‘Thank you for calling Outbound by Enreach. Our lines are currently closed. Please try again between 8am and 5 pm, Monday to Friday.’ 

Lead is closed: If the incoming call is from a lead that has already been closed by an agent, they will hear this sound. This sound will only be played with the following setting: Lead Handling - Action on Found Leads - Connect only open Leads.

📞 'Thank you for calling Outbound by Enreach. Your case has been closed by agent.'

Agent notification sound: This is the browser notification sound the agent will hear when logged on to Outbound. The agent will be alerted to an incoming call, and will have the opportunity to answer it. This sound will be played with the following setting: Administration - Settings - Incoming Connection Mode - Immediately.

📞 'Beep!'

Incoming call notification sound: When an agent is on the Contact Page and an incoming call enters the queue, this sound will be played to signal the call is incoming. Toggle Enable Incoming call notification to Yes to activate this sound.

📞 'Beep!'