Different types of greetings
Recorded greetings (IVR) help guide customers through their calls as seamlessly as possible. Your account offers different places to customize greetings, some of which come pre-loaded with a system default as part of your initial account configuration.
Legacy admin portal
If your admin portal home page looks like the screenshot below, these steps are for you.
Main greetings
Your account’s main greetings are the first thing callers will hear when they call, unless your phone number is set to transfer to an extension.
| Greeting | Description |
|---|---|
| Main Greeting | Main greetings are most common on accounts with multiple extensions for callers to choose. Prompt the caller to act (e.g., “press 1 for sales"). When recording your custom main greeting, include the extensions available for callers.
Note: Callers won't be able to leave a voicemail from your account's main or away greetings. You can forward a phone number to an extension to give callers the ability to leave a voicemail.
|
| Main Away Greeting | Away greetings can be played when your office is closed for a holiday or vacation. You will need to record your away greeting since there is no system default option.
Note: Callers won't be able to leave a voicemail from your account's main or away greetings. You can forward a phone number to an extension to give callers the ability to leave a voicemail.
|
Extension greetings
Customize the greetings for the extensions on your account.
| Greeting | Description |
|---|---|
| Call Forwarding Greeting | An announcement can be played for callers who dial your extension when enabled. |
| Recorded Extension Name | Your department or employee name can be played when callers search the name directory or when you receive a call with call announce enabled. |
| Extension Voicemail Greeting | To be played when a caller reaches your extension when you’re unavailable. |
| Extension Away Greeting | To be played when a caller reaches your extension when you are out of the office. |
Admin portal
If your admin portal home page looks like the screenshot below, these steps are for you.
Account level greetings
Your account’s main greetings are the first thing callers will hear when they call, unless your phone number is set to transfer to an extension.
| Greeting | Description |
|---|---|
| Welcome | Welcome greetings are most common on accounts with multiple extensions for callers to choose. Prompt the caller to act (e.g., “press 1 for sales"). When recording your custom welcome greeting, include the extensions available for callers.
Note: Callers won't be able to leave a voicemail from your account's welcome or away greetings. You can forward a phone number to an extension to give callers the ability to leave a voicemail.
|
| Away | Away greetings can be played when your office is closed for a holiday or vacation. You will need to record your away greeting since there is no system default option.
Note: Callers won't be able to leave a voicemail from your account's welcome or away greetings. You can forward a phone number to an extension to give callers the ability to leave a voicemail.
|
Extension level greetings
Customize the greetings for the extensions on your account.
| Greeting | Description |
|---|---|
| Voicemail | To be played when a caller reaches your extension when you’re unavailable. |
| Call forwarding | An announcement can be played for callers who dial your extension when enabled. |
| Extension name | Your department or employee name can be played when callers search the name directory or when you receive a call with call announce enabled. |
| Away | To be played when a caller reaches your extension when you are out of the office. |