Home

Call Queue Answer Delays

Highlighted
Kyle Swanda
Occasional Contributor

Call Queue Answer Delays

It takes anywhere from 3-5 seconds when answering a call from a Call Queue to be able to speak, is there anything being done to shorten this time?

 

In testing we have seen that Polycom handsets take the longest, and USB headsets are usually the shortest, but it is still a significant amount of time.

  • Cloud PBX
  • PSTN Calling
  • Skype for Business Adoption
4 Replies

Re: Call Queue Answer Delays

My users are very frustrated with this delay.  Please publish a fix for this.

Re: Call Queue Answer Delays

In the On-Prem world, this is typically caused by signalling latency. I'd imagine that there's signifantly more signalling required to pin up a queued call over a p2p call.

 

1. I'd check that your route to the internet is as short as possible

2. Are your call queue agents in the same region as your o365 datacenter?

Re: Call Queue Answer Delays

1.  Route to internet is as short as possible.

2.  Agents are in the same region as the the O365 datacenter.

 

Still a significant delay.   If our agent starts speaking as soon as she answers the phone, the caller misses the first few words.

Re: Call Queue Answer Delays

In the past we've educated our agents to wait until they see the call timer at the top of the call window before they start speaking.

 

When you see the timer start, you know that the call is pinned up and audio is flowing both ways.

Related Conversations