When is maximum queue wait time ignored in Talk?
The maximum queue wait time for phone calls is ignored when a transfer takes place. This transfer can either be to an agent group or another agent. When a transfer takes place, Talk places the end users on hold and keeps them on hold until an agent accepts the call.
If transferring to a group and all agents in that group ignore the call, then Talk routes the end users to voicemail. For more information on Talk settings, see the article: Enabling Talk and configuring general settings.
Can you tell me why this is? We are a small group and have noticed that there are times when the customer is then left on hold indefinitely (there was only 1 agent and they went offline before the call came through... for example) That means the customer is sitting on hold with no agents available but the system neither seems to be able to tell that nor does it use the default max wait time. This is causing some issues for us. It would be better if
1) it could tell if all the agents in the group are offline and put the caller into voicemail
2) OR drop them into voicemail after the maximum queue wait time.
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