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Is it possible to change the ringback tone that a customer hears when his call is forwarded?
Hello everyone.
1- A customer calls. His call is taken by the central operator of the company.
2- After a short conversation with the operator his call is put on hold. The customer hears the on-hold music which had been replaced by an announcement (basically, an advertisement).
3- The operator then dials the suitable destination number and then hangs up to forward the call to this destination number.
4- The customer at this point does not hear the announcement anymore, instead he hears a ringback tone that keeps ringing until the destination number picks up the phone and speaks with the customer.
Is it possible to make the customer hear the announcement instead of the ringback tone in step 4 of this scenario?
Using a waiting queue in this scenario is not feasible since that means having a waiting queue for each employee and having to forward the call to the specific waiting queue of the specific employee instead of directly to the desired destination.
Ideas?
