Call Queue: customize hold time for a call queue

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  • Idea
  • Updated 2 years ago
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1. U.S.
2. Tax Law Firm
3. Call queue max wait time selection: Add 45 second selection. 30 seconds is too little, one minute is too much.
4. When set to 30 seconds, customers get sent to voicemail due to employees not having enough time to answer the phone, especially during times of high call volume. One minute is too long for customers to wait to go to voicemail if no one is able to answer their call. 45 seconds is the perfect amount of time.
5. Additional selection for maximum call wait time for call queues.
Photo of Gabriel Edward Speyrer

Posted 3 years ago

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I-5 Auburn

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I'd like to echo this, but also ask for a 20 second max wait time. We often forward to a cell phone, which will capture the voicemail after 25 seconds, but 15 seconds is not long enough to hear the ring, answer the call, then press "1" to answer the group call.

Technically, this should be a very easy fix. The "minimum post-call" time settings already offer these options. I'm sure RC doesn't offer a custom time limit to keep it simpler, but you can certainly add a 20 and 45 second option to the drop-down list.
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Eric Greene

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This reply was created from a merged topic originally titled Ability to select custom hold times.

It would be great instead of only have limited options of selecting 1, 2, 3 and so on minutes available, if we could use seconds. For example 30 seconds, 45 seconds, 1 minute and 30 seconds. etc.
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Dave Sims

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This reply was created from a merged topic originally titled Call Queue: Increase Call Queue hold time to 1 hour..

Looking for a way for callers to choose the stay in the queue instead of being sent to voice mail.  Does anyone know if this is possible?
Photo of Isakov


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This reply was created from a merged topic originally titled Increase Call Queue setting "If number of callers waiting exceeds" 25 minutes.

Currently under the Call Queue settings Call Handling->Member availability and hold times->"If number of callers waiting exceed:" The maximum amount of callers I can select is 25. I would like to request that this is more scalable for my business needs. I would like to be able to increase the number of callers waiting to 200 or higher.

Thank you!
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I agree with the above and would also like to add in the option to ring individuals in the call group for 20 seconds as an option like in the users.