Maximum hold time to wait for an available call queue member

  • 0
  • 12
  • Idea
  • Updated 4 years ago
Merged

This conversation has been merged. Please reference the main conversation: Allow hold time to be 30 seconds or less.

Maximum hold time to wait for an available call queue member does not work for us when we are running a 24 hour business and all of our agents are on the phone. This setting only goes to 15 minutes and then it sends it to a voicemail. We need this option to be unlimited so the system never sends the call to voicemail. But also give an option for users on hold to be able to select if they do not want to hold any longer and leave a voicemail than.
This option used to me available like 8 years ago and it disappeared after the upgrades.
Photo of ServersAnd Domains

ServersAnd Domains

  • 202 Points 100 badge 2x thumb

Posted 5 years ago

  • 0
  • 12
Photo of Tony

Tony

  • 182 Points 100 badge 2x thumb
This reply was created from a merged topic originally titled Maximum hold time to wait for an available call queue member: - 1 MINUTE MINIMUM ....

We put in a ticket a year ago on this and it was swept under the rug.  I'm sure the new ticket I just submitted will get the same treatment. 

When a caller enters option 1 or 2 in our system and goes into the queue, it makes them sit on hold for a minimum of one minute before they get to voice mail.  This if far too long for somebody to sit on hold.  I have all of our phones set to only ring 4 times, so what happens is they ring 4 times, then the ring 4 times again, then they ring a few more times before going to voice mail. 

All they have to do is ad 5-10 second increments so instead of starting with 1 minute as the minimum, it would start with 5 or 10 seconds.  It would take any competent developer under a minute to make this adjustment and if I could see the source code for the site, I'm sure I could make the change in a few minutes and I'm not a professional developer.

I don't understand why it's so difficult to get this change made. 

This conversation is no longer open for comments or replies.