Delaying Missed Call Emails

[User123]

Hi

We have an intro prompt that plays in a Call Queue once our customers press option 1. If someone hangs up while the prompt message is still playing we get a Missed Call email. We want to set it so we only get the missed call email if the prompt has finished and the customer is then in the queue for say 10 seconds. Any idea how we would achieve this?

The only idea I have for this is setting the maximum queue wait time to 10 seconds, then redirecting them to another call queue?

 

[VasilisV_3CX]

Hi @User123,

Why not check the box that says "Play full intro prompt before calling agents"?

 

[User123]

Hi

We have this ticked, but if they hang up during the prompt we still get the email that the call was lost in the queue. We only want this email if they've no hung up and have been waiting in the queue for a bit.

 

[VasilisV_3CX]

Hi @User123,

I understand what you're saying now. I'm afraid that there is no way to delay this in 3CX at present.

 

[User123]

Ok. Thanks. I'll try my method and see if it works.

 

[VasilisV_3CX]

Sure thing @User123, let me know if you manage so that others may benefit as well.

 

[User123]

Looks like you have to allow at least 15 seconds after the message before I can transfer so can't do this now.

 

[User123]

I worked out another way. When they press option 1 for the call queue I instead sent them to another digital receptionist that says the prompt, then after 2 seconds when no option is pressed it redirects to the call queue.

 

[jed]

@User123
You could put in a IVR before transfering to the Queue. If they hang up, then they most proberly will during the IVR Message, and "only the good calls" will come to your queue.

 

[User123]

Yes, that's what I have done now.