Queue: Callers able to join empty queues

Discussion in 'Ideas' started by Dan Criggie, Dec 28, 2016.

Queue: Callers able to join empty queues 5 5 3votes
5/5, 3 votes

  1. Dan Criggie

    Dec 28, 2016
    Likes Received:
    Feature: For a caller to be able to join a queue even if there are no agents logged in

    Current Behavior: If no agents are logged in the call gets redirected to the No Answer Destination regardless of the configured wait time.

    Reason: In our current system (PBXWare) the caller waits 2 1/2 minutes then is redirected to leave a voicemail which we will call back when an agent is available. If callers coming into an empty queue get redirected to voicemail without waiting the 2 1/2 minutes voicemails will increase.

    It's far less hassle to have an agent log in before the call goes to voicemail than it is to have them leave a voicemail, the agent listen to it, call the customer back then listen to them rant about having to leave a voicemail (For the particular industry we service leaving a voicemail is considered inconvenient)
  2. DaveH

    Feb 4, 2017
    Likes Received:
    I would like to plus one this idea.

    Remote sites sometimes loose or need to reset their internet connection. They are offline for minutes, but all calls are disconnected with the message that no agents are unavailable.

    If they were kept in queue, the modem would come back online, and business would resume like normal.