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New Member

Max queue duration

Hi,

I would like to know if there's a parameter or how to make sure that a call queued in a Select Resource step will not be dropped ? We have a client that needs to keep customers waiting for an available agent as long as over an hour. I know, it's not recommendable, but the client has no other choice.

We tested and the calls are dropped with the prompt "sorry, there's a problem with your call, please try again".

Is there a way to workaround or to fix this ?

Thanks!

3 REPLIES
New Member

Re: Max queue duration

Sounds like you need to change the max timeout in the network VRU script list to a higher number, it defaults to 180 seconds.. try 3600 seconds.

Re: Max queue duration

Another thing you can try is to ensure that the call exits the VRU every so often and then returns, that way the timer resets every time the call arrives at the VRU.

david

New Member

Re: Max queue duration

Try to requeue the call on some time basis.

Simple method:

Que to SG => Que-script =succeed connection=>

IF Call.TimeInQueue> "" =succeed connection=> Que to SG (with higher priority).

=Fail connection=> Back to the same Que

So you will have stacks with calls - lets say 10 calls with priority 5, 6 calls with priority 4 - etc.

Que-script Timeout must be larger than the actual time needed to pass trough the entire script.

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