Queue busy IVR

[mohamed.saber]

hello, when the customer reaches the queue and finds it busy, he hears nothing, so most probably he will drop the call.

i checked the queue "Destination if no answer " is set to End Call, i need to insert an IVR wav file to inform the customer that all our agents are busy and at the same time, if any of the agents is free, customer will routed to him directly. where to do so ?

 

[NikolasA_3CX]

Hi @mohamed.saber

It is not possible to add a prompt directly to the informing the customer that the agents are busy.

A workaround is if all agents are busy and the call reaches the maximum wait time, instead of having the "Destination if no answer" to end the call, configure it to route to a voicemail of a dummy extension, and on that dummy extension add the prompt to its voicemail information the caller that all agents are busy.