Forum Discussion
How does a Call Queue agent timeout work with the Max Wait Time
KeepingITreal Unfortunately, I never got an answer to the question. I always just do the math and line up the settings, which is annoying to say the least. If you find an answer, definitely pass it along.
It cycles back to the user and then the next and back until the time is up.
Now, let's say all users are busy, you get hold music the entire time. Where this is problematic is that let's say you want to go to the next step if no one is available - you can't, they MUST reach that maximum call time, then it will transfer.If you're wondering why that matters, imagine you use the queue for stacking agents and groups but want zero wait time. Can't do it.
Or let's say you want the first 3 people to be serial/in order...... and then you have a group of 5 but you want them to ring simultaneously. What you have to do then is build 2 queues, and have to wait on the minimum time on the first until it gets to the second.
Not good.you have probably got this one sorted. Normally a phone system would go around the 2 users 30 secs each for 2 mins so they both ring twice for 30 secs then take the overflow to next destination.
It is always easy to work out set it up with some test users or can ask real users not to answers test calls and make test calls and see what is happening live then you know what you have to work with al always good to do a lot of testing with groups and overflows so you know how they work all system slightly different.
