Voice Phone Number Settings

Configure general settings for each phone number available in Gladly. The Voice Configuration also allows you to configure the IVR experience for each phone number.

1. Click  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 .
5. Edit the following information:
   • Internal Name – Enter the name that’ll allow you to identify the phone number on the Entry Points page.
   • Initial IVR – Select the Initial IVR you want Customers to hear and interact with while waiting for an Agent.
     • Selecting None means your Customers will be routed directly to an Inbox without hearing additional options.
   • Queue IVR – Select the Queue IVR you want Customers to hear and interact with while waiting for an Agent.
     • Select None if you do not want to provide options while Customers are waiting for an Agent.
   • Queue Music – This is the music Customers will hear while waiting to be connected to an Agent.
     • Click Update Recording to replace or upload a new audio file. Click here  for a list of acceptable audio formats. 
     • Keep audio files under 10MB. Larger file sizes take longer to load, so Customers may hear silence while it loads when they first enter the queue.
   • Queue IVR Wait Duration (seconds) – Only appears if a Queue IVR is selected. Enter (in seconds) the time Customers wait to connect to an Agent. This is the initial duration a call is moved from the Initial IVR and the Queue IVR.
     • Keep the Queue IVR Wait Duration (seconds) value shorter than the length of the Queue Music. For example, if your Queue Music is 3:00 minutes long, set Queue IVR Wait Duration (seconds) to 30 to 45 seconds.
     • The Queue IVR repeats every time the “Queue 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 to replace or upload a new audio file.
     • Note about music length – While not recommended, if Loop the queue and hold music setting is not activated, make sure the music is long enough (~15 minutes) as the recording will not loop, or your Customers will hear silence once the music stops. They are still on hold or in the queue waiting for an Agent.
   • Loop the queue and hold music – Check this box to loop music automatically. If looping is activated, keep your hold and queue music around five minutes long.
6. Click Save.