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When agents are in an offline or transfer state in Zendesk Talk incoming calls are cut off.

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Tim Route 101

Posted Jul 22, 2022

We are having an issue with calls being cut off instead of queued when all agents are busy. Is there an option to change how long customers can queue before being cut off?

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    Audrey Ann Cipriano

    Zendesk Customer Care

    Hi there! We have a maximum queue wait time limit that you can set between 1 and 20 minutes (or 1 and 60 minutes if you are on a Talk Enterprise plan)

    You may also set the limit of the queue size to specify how many incoming calls will be kept waiting for an available agent.

    More info here: https://support.zendesk.com/hc/en-us/articles/4408838035866-Enabling-Talk-and-configuring-general-settings :) 

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