Deeper call queue management options

[GBJABE]

We currently have a main queue for customers needing support via the phone. If a customer calls in they are answered ASAP, if no agents are available then the customer is held in this queue for 5 minutes, if an agent becomes available then the customer is connected. If not they are forwarded to voicemail.

I would really like to know if it is possible by any means (call flow manager / development work) to give the customer who may be number 1 or 2 in the queue and hits 5 minutes the option to hold a little longer in order to get connected. It is quite a frustration we re trying to deal with on this topic.

Any ideas greatly appreciated.

 

[Saqqara]

Instead of forwarding the call to voicemail (destination if no answer), route the call to a IVR where you give the option to the caller to stay in the queue or go to voicemail.

One thing to note, if the caller select the option to stay in the queue, the call will go to the back of the calls in the e queue - not sure if you can stop this.

 

[ChrisC_3CX]

Hello @GBJABE,

Similar to what @Saqqara, said, you could:

1. Create a second Call Queue and have all members of the first Call Queue be added into this newly created Call Queue as well.

2. Edit the newly created Call Queue and navigate to Advanced >> Queue Preferences >> enable the Priority Queue option.

3. Set the same Music on Hold (as used in Call Queue 1) and configure the "Play Intro prompt" to play the message asking them to hold on a little longer.

4. Set the "Destination if no answer" of the first Call Queue to route to the newly created Call Queue.

5. Set the "Destination if no answer" of the second priority Call Queue to the voicemail you had set previously. In the message asking them to hold you may also add that the y can press asteriksk * to leave a voicemail. Pressing the asterisk key will automatically route them to the "Destination if no answer" of that Call Queue.

Calls timing out in the first Call Queue, will be routed to the second priority Call Queue and listen to the message asking them to hold on. Calls waiting in the priority Call Queue will have priority over the Calls in the first Call Queue so they will not lose their current position should they wish to hold.

 

[paurus]

Maybe just in the queue settings to increase the time after which the call will be sent to the destination when not answered?

 

[VoIPTools]

You cannot change how queues handle calls either through a CFD application or using the Call Control API.