Voice Phone Number Settings
  • 21 Jul 2022
  • 2 Minutes To Read
  • PDF

Voice Phone Number Settings

  • PDF

REQUIRED USER ROLE
Administrator

Configure general settings for each phone number available in Gladly.

Note - Purchase phone numbers to use in Gladly
See Purchase Voice Phone Numbers to learn how to purchase a phone number.
  1. Click the menu icon located on the top left corner of the screen.
  2. Click Settings.
  3. Under the Channels category, click Voice. The Voice page will show you a list of numbers used in Gladly.
  4. Hover over the number you want to edit from the list, then click the pencil icon.
  5. Edit the following information:
    • Initial IVR – Select the Initial IVR you want Customers to hear and interact with while waiting for an Agent.
      • Select None if you're not using an Initial IVR for this number.
    • Queue IVR – Select the Queue IVR you want Customers to hear and interact with while waiting for an Agent.
      • Select None if you're not using an Initial IVR for this number. 
    • Queue Music – This is the music Customers will hear while waiting to be connected to an Agent. 
      • Click Update Recording if you want to replace or upload a new audio file.
      • Note about music length – Make sure the music is long enough as the recording will not loop, or your Customers will hear silence. You can stitch multiple audio files to create a long audio file. Click here for a list of acceptable audio formats. Contact Gladly Support if you prefer to use an XML file.
    •  Queue IVR Wait Duration – Enter (in seconds) the length of time Customers wait to get connected to an Agent before they're routed to the Queue IVR. This is the time between hearing the Queue Music and the Queue IVR recordings. 
      • We recommend setting a value between 30 to 45 seconds.
      • The Queue IVR repeats every time the “IVR Wait Duration” wait time has passed if an Agent is unavailable to take the call. The timer resets when an Agent is offered the call but they decline or miss the call. For example, if you have an IVR Wait Duration of 30 seconds, and the same Agent keeps declining the call every 10 seconds, the Customer could never encounter the Queue IVR.
    • Hold Music – This is the music Customers will hear if an Agent puts them on hold. 
      • Click Update Recording if you want to replace or upload a new audio file.
      • Note about music length – Make sure the music is long enough as the recording will not loop, or your Customers will hear silence. You can stitch multiple audio files to create a long audio file. Click here for a list of acceptable audio formats. 
  6. Click Save.

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