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cathy-stegmaier avatar image
cathy-stegmaier asked ·

Trying to understand queues and hold times

Settings:  ring (3 users) simultaneously, max hold time 15.  When a call comes in and none of the users are available (say 2 are on another line and 1 is in the bathroom), what happens to that call?  It appears the caller is just left on hold for 15 minutes with music playing, but none of the extensions are ever called again to let them know someone is in the queue.  This can't be the way this is supposed to work.
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robbenn-frenette138 avatar image
robbenn-frenette138 answered ·
The call goes to voice mail after 15 minutes.
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danno147 answered ·
Your best bet is to reach out to the person that sold you RC and/or implemented your service and they should be able to help you.  They could not only explain it but insure it's set up correctly. 

Another option would be to get some training on the Call Queue groups.  This is one of those features you should thoroughly review - and test - before implementing.  RC has some very good video tutorials and written documentation on Call Queues that you'll find very useful.  They can be found via their web site, here in the community and via go ole Google search.

My experience with Call Queue groups has been wonderful, in meeting the needs of the client, but the trick is being properly programmed. 


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kim answered ·
Cathy, the call will stay on hold for up to 15 mins, but you also have the option of having the call go to voicemail or disconnect after X amount of calls are on hold.  See Groups > select queue < Call Handing  < member availability and hold time. 




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mike answered ·
Thanks Rob & Danno. 

Here's one of the videos that may help.  Danno is correct. Your implementation advisor should be able to help you get set up according to your company needs, but you are always welcome to ask questions here as well, but we understand it's sometimes easier to talk through complicated issues with a live person..   


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