I manage a phone system for a call center and I'm trying to improve the way calls are brought into the center and answered for TTY callers.
We receive a lot of calls on the TTY line that are misdialed numbers, or not TTY calls. These calls tie up the TTY line and agent's time and potentially cause busy issues when TTY callers are trying to get through.
I want to put in place a prompt for TTY callers that requests the TTY caller to "Dial 1 to continue". A non-TTY caller would only hear the TTY tones transmitted out from the system and will probably hang up. If the TTY caller dials 1 they will be transferred to our TTY device. If the caller doesn't hang up or dial 1, then they would be transferred to an announcement that tells them they have called a phone number for the hearing impaired and should check the number and try again.
Please forgive my ignorance,
but I need to know that this is something that the TTY community is used to and would understand how to make this menu selection and I'm not going to start disconnecting calls for our TTY users.
Thanks.
We receive a lot of calls on the TTY line that are misdialed numbers, or not TTY calls. These calls tie up the TTY line and agent's time and potentially cause busy issues when TTY callers are trying to get through.
I want to put in place a prompt for TTY callers that requests the TTY caller to "Dial 1 to continue". A non-TTY caller would only hear the TTY tones transmitted out from the system and will probably hang up. If the TTY caller dials 1 they will be transferred to our TTY device. If the caller doesn't hang up or dial 1, then they would be transferred to an announcement that tells them they have called a phone number for the hearing impaired and should check the number and try again.
Please forgive my ignorance,
but I need to know that this is something that the TTY community is used to and would understand how to make this menu selection and I'm not going to start disconnecting calls for our TTY users.Thanks.