Timer that controls how long a call stays in Queue

Unanswered Question
Mar 3rd, 2008
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IPCC Express 4.0(4)SR01_Build029

Right now we have it set up that calls coming into Operations Queue are immediately re routed to Helpdesk if no Operation Reps are available to answer. Is it possible to delay the calls from being re routed to Helpdesk? I was hoping that if a customer called in and all reps were unavailable it would sit in our queue for 30 seconds and then get bounced to Operations. Is this possible.

Is there a timer that can be set to delay the calls?

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cherilynn1030 Mon, 03/03/2008 - 07:20
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use the delay (under General)... you can set it for however many seconds you'd like.

thomuff Mon, 03/03/2008 - 10:55
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thanks for the info.

I found out that all Helpdesk Agents are assigned to Operations Queue as well with a lower comptence levelr than the Operations Agents.. So, I don't think I can do it without removing the Helpdesk agents from the Operations queue and then forward to the Operation queue after certain time periord (delay).


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