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 by default.
- Alternatively, you can change the routing strategy to longest idle agent first if you need a more load balanced approach.
- 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 greeting(as configured) is played and the call is ended.