When all of your agents are already in a call, Queues can drop calls. You can decide how long it takes for a call to drop and what action to take if it does drop.
From the Dashboard, click on Call Center and select Call Center Queues from the drop down.
In the Show Queues Section, click on the Action Button of the Queue, and select Settings from the drop down.
Go to Call Routing Tab
Scroll down to Drop Call Settings configure the following
- Total Max Wait Time - This is the total amount of wait time a caller will be kept before dropping or tranfering the call out.
- Drop Call Destination – Action that the system will do when exceeded Max Total Wait time
- Follow up Action is based on the settings selected in Drop Call Destination
In the example above, Inbound Call stays in the Queue for 6 mins. After that, it will be routed to a voicemail box.
Click on Apply Changes to save the settings.