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etornetworks
etornetworks's picture
Joined: 2017/02/24
Points: 0

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.

etornetworks
etornetworks's picture
Joined: 2017/02/24
Points: 0

Name :
SupportQ-ariontech
Maximum Callers :
100

Ring busy members :
yes
no
Connect to members in parallel :
yes
no
Announce Hold Time :
yes
no
once
Announce frequency :
30

secs
Periodic Announcement to caller :
None

Record new
Announcement frequency :
30

secs
Rounding of hold time :
30

secs
Agent timeout :
100

secs
Agent retry :
15

secs
Report hold time to agent :
yes
no
Announcement to agent :
None

Record new
Call Recording :
None

Ring Strategy :
Ring All (ringall)

Music-on-Hold :
default

Attached file: 

volodya
volodya's picture
Joined: 2017/01/05
Points: 100

Hello,

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.

netriplex
netriplex's picture
Joined: 2012/01/24
Points: 70

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.

etornetworks
etornetworks's picture
Joined: 2017/02/24
Points: 0

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.

etornetworks
etornetworks's picture
Joined: 2017/02/24
Points: 0

netriplex- thank you!! that worked.

eeman
eeman's picture
Joined: 2007/11/06
Points: 220

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.

Erik Smith
dCAP
Thirdlane/Asterisk Support available
esmith.bgnv@gmail.com