Showing results for 
Search instead for 
Did you mean: 

Estimated Wait Time in Contact Center Voice Queue


Is there a way to disable the Callback function from calculating the estimated wait time? If I only have 1 agent in that queue, but they're on break it is playing the Callback request prompt BEFORE any of the greeting or interrupt messages.


I don't want to change the Callback prompt longer than 5 minutes, because when I have long waits I want that to kick in after 5 minutes of holding.


Is there something in my account or something in the flow that I can do script-wise to make it ignore the estimated wait time calculation and just do the 5 minutes like I have set?


Community Champion | Zoom Employee
Community Champion | Zoom Employee

Yes, in the queue > interrupts > menu option > toggle the "estimate wait time" OFF and it will use the loop interval set.