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Route call to another extension if queue for X amount of time?

Route call to another extension if queue for X amount of time?

Route call to another extension if queue for X amount of time?

(OP)
I've got a seldom used queue that occasionally has very long calls with few agents. The supervisor has requested that after a period of time (right now, 10 minutes) that the call be sent to another extension. How do I script a check to see how long a customer has been in queue, and send them to another extension?

Thanks!

RE: Route call to another extension if queue for X amount of time?

Use the AGE OF CALL intrinsic.

RE: Route call to another extension if queue for X amount of time?

(OP)
What will happen to calls that are in progress with agents? They will not be affected, correct?

RE: Route call to another extension if queue for X amount of time?

(OP)
One more question: is there a way to modify a real-time report to show how long a call has been in queue? I've seen several "wait" items to choose from, but none seem to reflect the amount of time a caller has been waiting for an associate.

Thanks so much!

RE: Route call to another extension if queue for X amount of time?

You will just be routing the one call at that point with no impact on existing calls on phones or others waiting in the skillset queue. However, assume more than 1 call is waiting and if you route a second call will follow the treatment path for the number you route to.

The you can add "max wait time" to see how long the oldest call has been waiting.

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