How or where do we specify a queue time out?
Like, callers should be a part of this queue for 10 minutes after which the call goes to voicemail if there is no answer in the queue?
Screenshot of the current setup attached.
Maximum Callers :
Ring busy members :
Connect to members in parallel :
Announce Hold Time :
Announce frequency :
Periodic Announcement to caller :
Announcement frequency :
Rounding of hold time :
Agent timeout :
Agent retry :
Report hold time to agent :
Announcement to agent :
Call Recording :
Ring Strategy :
Ring All (ringall)
Queue timeout can be configured in the feature code or inbound route with queue related script. You can clone and modify one of exesting scripts if you let's say want to execute some custom dialplan on timeout.
Easiest way to add some custom routing is to wrap the Queue in a hunt list.
Create hunt list named MyQueueName_Recall.
Add the queue to the hunt list with a timeout of what you would like.
Add next step in the routing if the queue does not answer. It can be voicemail or some other destination.
Alternatively as Volodya said, if you are routing directly from an inbound route as opposed to an IVR (which in my experience most calls go to an IVR before getting sent to a queue), you can use the tl-queue-timeout-voicemail script and directly assign a timeout value and destination voicemail box without wrapping it in anything.
You could also use the technique I described in another post whereby all thirdlane scripts are available as macros and you could use the "command" option of an IVR to call the tl-queue-timeout-voicemail script with the correct arguments.
I continue to wish for a feature where in addition to inbound routes, feature codes, user extensions, outbound routes, and other scripts there was an option to set scripts as "available" as IVR options.
The requirement is that the call comes in, hits an IVR, then there is a support queue.
Customer wants the queue to be capped at 10 minutes, and then the caller is redirected to a voicemail box.
netriplex- thank you!! that worked.
another hint, you may want to use is the 'context' setting in the queue.
lets say you create a new IVR menu with 1 or more options like queuemenu-tenantname
add that context to the queue settings and then if anyone is waiting in the queue, they can press those options from inside the queue (like leave a VM for someone to call them back). Just make sure your queue message includes these options.
Thirdlane/Asterisk Support available