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Maximum Queue Size

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You can determine how many customers you will allow to wait at any given time. By selecting your Maximum Queue Size, when this number is reached all additional callers will be sent to voicemail. 

How to Configure

  • Log into your Talkdesk as an Administrator.
  • Click the 'Admin' section [1] in the top navigation.
  • Select the 'Preferences' tab [2].
  • Scroll down to the 'Queue Settings' section [3].
  • Select the number of calls you wish to allow to wait in queue before being sent to voicemail from the drop down menu next to 'Maximum Queue Size' [4]:

Unlimited: Any number of users can be waiting at once.

Disabled: No one other than the current live caller can wait for an agent. This is used for more of a direct line strategy. 

To define different 'Maximum Queue Sizes' per phone number, follow these instructions:

  • Log into your Talkdesk account as an Administrator.
  • Select the "Admin" section [1] at the top of the page.
  • Click on the “Numbers” tab [2].
  • Click on the phone number for which you would like to configure a 'Maximum Queue Size' [3].
  • Click on the “Custom Settings” tab [4].
  • Click “Yes” next to “Override Account Settings” [5].
  • Scroll down to the 'Queue Settings' section [6].
  • Select the number of calls you wish to allow to wait in queue before being sent to voicemail from the drop down menu next to 'Maximum Queue Size' [7].
  • Save your selection [8].

 

Notes:

  • If no rule is set for a number's 'Maximum Queue Size', the number will inherit the main account settings.
  • The account-wide maximum is enforced per ring group. For example, if your maximum queue size is set to eight and you accept calls on two different ring groups, you may have up to 16 calls queued at one time.
  • If the maximum queue size at the number level is lower than the account-wide maximum, the number level max represents that numbers maximum contribution to the account-wide max per ring group. In other words, if your account-wide max is set to 8 and your number level max set to 2, up to 2 calls of the 8 calls that queue on that ring group may be from that number. However, if the number of calls on that ring group has already reached the account-wide max, any further calls on that number will not queue.
  • If the maximum queue size at the number level is greater than the account-wide maximum, calls to that number on a given ring group may exceed the account-wide max by the difference in the two values. In other words, if the account-wide max is 2 and the number level max is 8, calls to a given ring group on that number may add up to 6 additional calls to that total queue size. Additional calls to that ring group on other numbers would not queue if there were already two calls in the queue.

 

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