When recording your own language packs, it is important you stay close to the format outlined below. Note that 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"
| Queue Callback Offer | |
| Displayed in language pack as: | Script |
| if you would like to receive a QCB | "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 " |
| Queue Callback Scheduler | |
| Displayed in language pack as: | Script |
| guess number 1 | "We can call you back at...." |
| guess number 2 | "If this number is correct, press 1. If this number is not correct, press 2." |
| enter phone number | "Please enter your phone number, including the area code. When finished, please press the pound key" |
| number you entered | "The number you entered is" |
| press if correct | "Press 1 if correct, press 2 if incorrect" |
| qcb confirmed | "Thank you. Your Queue Callback has been confirmed" |
| you will receive a callback in | "You will receive a callback in..." |
| qcb confirmed | "Thank you. Your queued callback has been confirmed. Good Bye" |
| Automated QCB: | |
| Displayed in language pack as: | Script |
| is customer ready 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 call in about..." |
| is customer ready 2 | "...press 2. If you no longer need to speak with an agent and would like to cancel your queue callback, press 3" |
| assist you shortly | 1 - "Thank you. An agent will assist you shortly" |
| qcb placed back in queue | "Thank you. Your call has been placed back into the queue and you will receive a callback in about..." |
| cancel qcb | "Thank you. Your queued callback has been cancelled" |
| Default Announcements | |
| Displayed in language pack as: | Script |
| your estimated wait time is | "Your estimated wait time is....." |
| your position in queue is | "Your position in queue is...." |
| about | "about" |
| minute | "minute" |
| minutes | "minutes" |
| hour | "hour" |
| hours | "hours" |
| 0 | "0" |
| 1 | "1" |
| 2 | "2" |
| 3 | "3" |
| etc | |