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Feature that will have more than 15 min waiting in a call queue

Tags: call queue

Mar 11, 2021 at 6:10am • 3 replies • 3 likes

Mark Lawrence Cristobal

Feature that will have more than 15 min waiting in a call queue

Felix Erfurt on Sep 10, 2021 at 8:58am • 0 likes

I also submitted that idea today.
We have a hard time believing that RC can not increase the wait times.
Any wait times for e.g. Airlines is more than 15 minutes today, so clearly no Airline is using RC?

Yes, no one wants to stay in queue long but 15 minutes max is just not feasible.
Should be up to the customer to configure this.

Mary-Community_Moderator on Mar 11, 2021 at 7:19am • 0 likes

Hi @Mark Lawrence, please submit your feature request in our Ideas Portal here.

1 Answer

Sean Lubbers answered on Nov 3, 2021 at 5:04pm

Not sure if this would work for you, but a workaround I've found is (depending on how long you want them to wait):

- Create a call queue, call it for example "Support #1"

- Create a second call queue, call it "Support #2"

- So on and so forth

- Set the Support #1's wait settings to 15 minutes maximum, and after the maximum wait time is reached, connect to extension Support #2. Do the same thing with Support #2, but have it connect to Support #1 instead after 15 minutes. This should switch between the two queues every 15 minutes until someone answers or the customer hangs up. Hope it works for you. @Mark Lawrence Cristobal @Felix Erfurt

Becky-Community_Manager on Nov 4, 2021 at 9:29am • 0 likes

@Sean Lubbers Thanks for sharing this workaround!

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