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Estimated Wait Time in Contact Center Voice Queue

Steve_Lewis
Newcomer
Newcomer

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?

1 REPLY 1

BrentG-ZP
Community Champion | Employee
Community Champion | Employee

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