(9.0+) Queuing Safeguards
Queuing safeguards are settings that ensure all calls are tracked completely. This type of configuration covers situations that occur infrequently.
Maximum Holding Calls Passed
Description | Values |
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In the holding queue, the number of calls behind a particular call that can be answered before we assume we missed the agent answer event. Prevents a holding from continuing to be tracked after it has actually been answered. | Valid: 0 - 999 Default: 3 |
Maximum Callbacks Passed
Description | Values |
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In the Priority queue, when a call exceeds this number of agent answer events the call is cleaned up and reported as a passed call. | Valid: 0 - 999 Default: 3 |
Timeout - Call Lost After First Call Passed
Description | Values |
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In the holding queue, when a call is initially passed up by a new call, this is the amount of time to wait before cleaning up the call and reporting it as a call lost. | Valid: 00:00 - 23:59 Default: 04:00 |
Result Code when Call Passed in Queue
Description | Values |
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Marks the call as Answered Off Site or Call Lost if a call is not answered while calls behind it are being answered. This could occur if a call is routed to an alternate site where Callback software is not installed, or if call events are lost in transit. | Valid: Answered Off Site/ Call Lost Default: Answered Off Site |
Timeout - Call Lost after Shutdown
Description | Values |
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Sets the length of time to wait after changing to Shutdown mode before queued calls are reported as a lost calls. | Valid: 00:00 - 23:59 Default: 00:16 |