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Call handling when no agents are logged in

Tags: call queues

Jun 30, 2022 at 10:46am • 0 replies • 1 likes

Jo Irvine

This happened today. There were no live agents signed into the call queue. The queue is set to allow a maximum hold time of 5 minutes before being redirected to a secondary queue. The caller sat in the queue for 5 minutes before being redirected, even though there were no agents logged in. How can I set this to redirect immediately if no agents are logged in?

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