Language Pack Scripts

This article provides the default script for the language pack that is utilized when configuring the Contact Center (Multimedia) skills. These scripts can be used if you desire to record the audio with your own voice, or a voice separate from the default recorded voice pre-loaded within Chronicall.

Note: Some of the greetings are recorded and played in sections, often with the gaps filled with automated data. For example: "We can call you back at" (phone number is read) "if this number is correct, press 1". Therefore, while it is possible to record custom messages that deviate from the default script, it is recommended that you stay as close as possible to the original script.

Queue Announcements

Subject

Current Script

Position in Queue

"Your position in queue is..."

Estimated Wait Time

"Your estimated wait time is..."

Being transferred to an Agent

"You are now being transferred to an Agent"

Scheduled Queue Callback

Subject

Current Script

Queue Callback Invite

"All of our representatives are assisting other customers. Rather than wait on hold, we can call you back when it's your turn. You will not lose your place in line if you choose to use this service. To receive a call back, press 1. Otherwise, please stay on the line and a representative will assist you shortly."

We can call you back at

"We can call you back at..."

If this number is correct

"If this number is correct, press 1. If this number is not correct, press 2."

Enter your phone number

"Please enter your phone number including the area code. When finished, please press the pound key."

Read back phone number

"The number you entered is..."

Press 1 if correct

"Press 1 if correct, press 2 if incorrect."

Callback Confirmed

"Thank you, your queue callback has been confirmed."

Estimated callback wait time

"You will receive a callback in..."

Callback confirmed (without estimate)

"Thank you. Your queue callback has been confirmed. Good-bye."

Customer Callback

Subject

Current Script

Is customer ready for callback (part 1)

"Hello, this is your queue callback. If you are ready to speak with an agent, press 1. If you need more time and would like a callback in about..."

Note: You will need to configure "Is customer ready for callback (part 2) in addition to this as part 2 will be presented with part 1.

Is customer ready for callback (part 2)

"...press 2. If you no longer need to speak with an agent and would like to cancel your queue callback, press 3."

Note: You will need to configure "Is customer ready for callback (part 1)" in addition to this as part 2 will be presented with part 1.

An agent will assist you shortly

"Thank you. An agent will assist you shortly."

Customer needed more time

"Thank you. Your call has been placed back into the queue and you will receive a callback in..."

Customer canceled the callback

"Thank you. Your queue callback has been canceled."

Connecting Callback to Agent

Note: These messages will be presented to the agent reserved to take the callback

Subject

Current Script

Please stay on the line

"Hello. Please stay on the line while we call a customer that has requested a queue callback."

Note: This is a message to the agent reserved to take the callback

Customer Did not answer the callback

"We're sorry, we were unable to connect with the customer. Good-bye."

Connecting Customer to Agent

The customer is now on the line. You will now be connected.

Estimated Wait Time and Position in Queue

Subject

Current Script

0

"Zero"

1

"One"

2

"Two"

3

"Three"

4

"Four"

5

"Five"

6

"Six"

7

"Seven"

8

"Eight"

9

"Nine"

10

"Ten"

11

"Eleven"

12

"Twelve"

13

"Thirteen"

14

"Fourteen"

15

"Fifteen"

16

"Sixteen"

17

"Seventeen"

18

"Eighteen"

19

"Nineteen"

20

"Twenty"

30

"Thirty"

40

"Forty"

50

"Fifty"

60

"Sixty"

70

"Seventy"

80

"Eighty"

90

"Ninety"

Hundred

"Hundred"

Thousand

"Thousand"

Minute

"Minute"

Minutes

"Minutes"

Hour

"Hour"

Hours

"Hours"

About

"About"