Note: Effective June 21, 2021, Talkdesk Classic Inbound Routing will no longer be available to sell to new customers. New customer accounts will only be able to configure inbound routing behavior through Studio.
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, your If-No-Answer phone number, or the call gets disconnected.
Note: When voicemail is disabled entirely, and if no external number is set, calls that are missed will still be directed to your customized voicemail message or to Talkdesk's default voicemail message asking callers to please leave a message after the beep, but then the call gets disconnected, not allowing them to leave a recording. To avoid this bad user experience, we recommend that you customize your "Voicemail / Not Answered Message" to state that all agents are currently busy and to please try again later.
How to Configure
- Log in to 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].
- In the drop-down menu next to 'Maximum Queue Size' [4], select the number of calls you wish to allow to wait in queue before being sent to voicemail, or select one of the other options:
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: when waiting queue is disabled each call will ring the number of available agents set to be rung at a time (one, or a batch number) and, if the agent(s) reject or fail to take the call, or if there are no agents available in the first place, the call goes straight to voicemail (if enabled), If-No-Answer phone number or is missed (depending on settings).
- Save your changes [5].
To define a different 'Maximum Queue Size' per phone number, follow these instructions:
- Log in to 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].
- In the drop-down menu next to 'Maximum Queue Size' [7], select the number of calls you wish to allow to wait in queue before being sent to voicemail, or select one of the other options.
- 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.