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Queue to Skill Group

Queue to Skill Group

Queue to Skill Group

(OP)
Hi,
I'm queueing calls to a particular skill group. I'd like the calls in queue exit when the queue time exceed an established threeshold.
How is this configurable?

Thank you

RE: Queue to Skill Group

hi there, you could use a If node before the queue to SG node, and check the current router queue time for that SG, and if it's above the threshold, then you could re-route the calls to elsewhere.
Not sure if this is what you need to know.
Another thing you could do is to put some MOH and then re-check the router call queue time whilst they are in queue, but seems to me that this is not a good idea, as when a call has entered the queue, I remember that it's against Ofcom's (in the UK at least) to terminate the call, which means you have to serve it.

Hope this helps,

Jon

RE: Queue to Skill Group

(OP)
Hi Jon,
thanks a lot for your answer.
I'm going to use the if node as you suggested checking the call.TimeInQueue variable...

Cheers
Michele

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