Call queue... do not call back once declined.

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  • Updated 2 weeks ago
When using the call queue with a wait time of 60 seconds or more and only 1 or 2 people in the queue, the system will call and say "Press 1 to accept or 2 to decline". If you press 2 it will hangup and immediately call you back and say "Press 1 to accept or 2 to decline". If you press 2 it will hangup and immediately call you back and say "Press 1 to accept or 2 to decline". If you press 2 it will hangup and immediately call you back and say... I think you get the point. It will do this until the designated wait time is over.

Idea... When the decline option is selected, remember that decision and do not call the same number back for the same call. Ok to call again if a new call is made but not for the same call.
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Posted 2 weeks ago

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Jessica - Community Support, Official Rep

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Hi GJ, 

We would love to help out with finding a solution to your current situation! Can you explain a couple things so we can get a better picture of what is happening? 
  • How is your call flow set up? 
  • Why is the available agent declining calls? 
It is setup as a call queue. When in meetings, the call is declined but the system keeps calling back over and over. As a smaller operation, there is often only 1 person available to take the call, if they decline, it should go to the message not call back, There is definitely a problem with the logic... Once declined, there should not be a call back.
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Jessica - Community Support, Official Rep

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Thanks for clarifying! With these details, it may work best for you not to have this agent in a call queue, but have calls sent directly to that agent's extension. This would prevent the loop that is occurring, and the call that would be stuck in the loop could be declined and go directly to voicemail. 
If there are 2 agents in the queue then it will cycle through both agents until the time expires. Again... a declined call is a declined call and it should not call back... extra logic required in the programming.
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Jessica - Community Support, Official Rep

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Hi GJ, 

At this time, we do not have that functionality for call queues. We can leave your post up as a product idea for others to vote on :) 
Sounds good. Not sure how many votes it will get as it likely will only affect those with few agents in the queue.

Worth noting pressing 2 to “decline” the call is actually misleading as it does not decline... it simply hangs up. If that is all it does, why press 2 first? Why not just hang up? Hoping it gets enough votes to make the decline function actually decline.