Smart Greetings is a functionality on Intermedia Unite that allows adding a new type of voice announcements to hunt groups. These announcements are being played right after the Repeating Greetings and are supposed to notify the caller in a queue about the current queue state and expected wait time.

Smart Greeting upload

Here is how the announcements change depending on the current state of the queue:

  1. If the estimated time on hold is <60 min: Your call is currently number <X> in a queue. Your expected wait time is approximately <Y> minutes
    Note:
    the expected wait time will be automatically calculated on a server based on your previous handle time.
  2. If the estimated time on hold is > 60 min: We are experiencing longer than normal hold time.
  3. If the number in queue is > 60 min: We are experiencing longer than normal hold time.
  4. If there were no calls on hold for the last 30 minutes, so that Average call on hold time for the last 30 min=0 then the verbiage would be: Your call is currently number <X> in a queue.

Note: Smart Greeting functionality will only be available for groups which have the Repeating message enabled.