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?