1. Business Hours Check

When a caller dials in, the system first checks if the call is within the business hours configured for the number.

• If within business hours:
  The caller is moved to the queue to wait for their turn.

• If outside business hours:
  • If voicemail is enabled, the caller is directed to leave a voicemail.
  • If voicemail is disabled, a custom message is played and the call is ended

2. While in Queue

• The caller hears wait music, played in 30-second blocks.

• At every 30-second interval, the system plays:
  • The caller’s current queue position
  • The queue hold message, if configured

• If the caller hangs up while in the queue, the call is marked as abandoned and removed from the queue.

3. Agent Notification

• When the caller reaches the first position in the queue, a call notification is broadcast to all available agents.
• Agents hear a ringtone and see the notification for up to the Max Answer Time configured for the number.

4. Call Connection Handling

• If an agent accepts the call:
  • The caller is dequeued and connected to the agent.
  • All other waiting callers move up one position in the queue.
  • The call notification is dropped for all other agents.

• If no agent answers within the Max Answer Time:
  • The notification is dropped for all agents.
  • The call is now accessible via a queue view.
  • Calls in the view are sorted by longest wait time.
  • Agents can pick up calls from this view at any time.
  • Once a call is picked, it is removed from the list for all other agents.

 

 

5. Queue Timeout Handling

• A caller can remain in the queue for up to the configured Max Queue Wait Time.

• If the limit is reached:
  • If voicemail is enabled, the caller is directed to leave a voicemail.
  • If voicemail is disabled, a custom message is played and the call is ended.