When no call queue members are available, callers stay on hold for the full hold time

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We have a call queue set up that is set to go to voice mail after "Maximum hold time to wait for an available call queue member" is reached, which we have set at 5 minutes.

If there is no one at all set to receive queue calls (not that they are busy - just that they have "accept queue calls turned off), the caller still needs to wait for the full 5 minutes in order to get into voicemail. 

Is there a way to avoid this long hold time when it's obvious that no one will answer the call?
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Ira Tau

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Posted 2 years ago

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Danno, Champion

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Nothing within programming. Of course, if the caller depresses 0 - they will go to your 0 destination location (that you programmed for the system). This type of "intelligence" is typically found in Call Center applications, and Ring Central does sell that as a premium add on to your service. 
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Ira Tau

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Another quick question. Can the "0" function be set on a per-call-queue basis?
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No.  It's the system defined location for all.  There again, that is a feature found in Call Center applications.
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And I should add, you can also dial.  Depending on how you have built the extension numbers.  For example, say Fran is ext. 2001, and you want her to take calls for this call group as the quasi-0-out destination.  Then you would put that in the recording that "at any time you can dial 2001 for...".  Then, while the caller is in Queue, and listening to the MPH, they can dial 2001 and Fran's extension/phone will ring.  Make sense?

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Ira Tau

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Under General IVR Settings there are only options to set the * and # keys. Where is the "0" key set?
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IVR is pre-transfer to Queue. But, to answer your question, within IVR you can set any location as the 0 destination.
(Edited)