10-10-2018 06:23 AM - edited 03-14-2019 06:31 PM
Hello,
I have a script created for a call queue of one of our customer service lines. I want to add a max hold time of 10 mins and then they get sent to voicemail. Yes that seems short I agree, but this is what the manager is requesting.
The queue works good and callers can hit option 1 to be sent to voicemail. I just haven't been able to figure out how to put the max hold time in there. I have read a couple other discussions on here, but still I struggle. Sorry I am new to this scripting.
I have attached my script so you can see it and see what suggestions you may have to make it work.
Thank you for your time,
10-10-2018 06:56 AM
Use the Get Reporting Stats step and look for Current Wait Duration. That will tell you in seconds how long that call has been waiting.
david
10-10-2018 08:15 AM
Thank you for your reply. I am actually looking to set the max call wait time to 10 mins and then when it hits that the call is sent to voicemail.
10-10-2018 08:25 AM
Yes, so now you know how to get how long the call has been waiting. Now you need to add a decision element to do something with this information.
david
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