No Agents available in active call queue, call should go to voicemail

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If there are no agents 'logged' into a call queue (All set to not accept queue calls) then why keep the caller 'waiting' in queue?
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BRENNSKAG

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Posted 2 years ago

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Is voice mail turned on?

Check the obvious items always

Chuck
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Chuck@yoritguy.com
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BRENNSKAG

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Yes, voicemail is on,  The queue is set up for 60 seconds before transferring to VM, So a caller will remain in the queue for 60 seconds before going to VM even if there are NO agents signed into the queue (unavailable as opposed to busy).  That is my question.  There are times when no one is available, but callers will continue to stay in the queue until the time is up.  That is why I have it set for 60 seconds.  If I were to set it for 5 minutes, callers could potentially stay in the queue for five minutes when it is going to go to VM anyway.  Doesn't make sense to me.
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I do not believe the system knows the difference between unavailable or busy.  The fact of the matter is no one is available to answer the phone and once the timer expires, they go to VM.

So what is your scenario?  Is it a before and after hours thing or during the day, you just do not have people signed in to take calls and in that case you want that caller to go directly to VM?

Ring Central Call Queues is powerful but if you need advanced features you may want to look at Contact Center.  Has many more features for a true call center.  much better reporting and call control so not sure if this makes sense for you but wanted you to know you have options.

Thanks

Chuck
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Thanks for the reply.  The system 'should' know if there are no agents logged into the queue.  I am not talking busy/unavailable, but not even logged in.  We are in separate locations and do not always know when someone has to run to the post office and log out of the queue, or go to lunch and log out of the queue, or is with a customer for an extended period and logs out.  So there are times during business hours that there is no one logged into the queue.  However, callers will remain in an active queue even though no one is going to get the call.  It makes sense to me if there are no agents 'logged in', that the system would go to the next step which is go to VM instead of wasting the caller's time.

Joe
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Joe, now that I know a bit more about your scenario, you could try the following...  Setup an extension "Without a phone" called Queue VM or something like that.  Then in your call flow, assuming that you are not ringing all phones simultaneously, put this extension at the end of the fixed order.  When none of your real people are available to take calls, then the system will go to this last extension that is always available and that will go directly to voice mail.  That may work for you.

The other thing I would say is that your customers do not know when they are waiting in the queue if people are busy or not there.  So if it is ok to wait 60 seconds if people are busy they would not know the difference if they had to wait 60 seconds when no one is available.  Really the same scenario from the system perspective, just that you know and don't want to waste your customers time and I get that but if you are busy and they decide to wait it is all the same.

You may be able to put in interrupt message to hit an extension number if they choose not to wait and it will dump them to VM on their choice.  60 seconds short time to wait so I cant see customers getting to mad.

The other thing will be is you will know when that extension gets a call that no one was available and it may shed some light on how often this is happening.

Thanks

Chuck