Engage Voice | Using Sync (Busy) Queue Wait

The Sync (Busy) Queue Wait queue events setting can be configured to set a specific amount of time that a caller will wait in a queue to be routed to an agent before the system returns a busy signal. 
 
Using this setting can be useful in situations like if you are using a third party contact center to take overflow calls. In this example, you may choose to configure the Sync (Busy) Queue Wait setting so the system waits a certain amount of time for someone to pick up the call before routing the call elsewhere. 
 
The Sync (Busy) Queue Wait setting can be configured in the Queue Events page at the queue level. Here, you can configure this setting under the Queue Event Settings section at the top of the page. 
 
In addition to configuring the Sync (Busy) Queue Wait setting, you must also configure the answer type of the phone number, or DNIS, assigned to the queue to Busy on Closed/No Agents
 
Configuring this number will ensure that once the wait time is met and the caller is not routed to an agent, be that because the queue is closed or there are no available agents to take the call, the system will know to send a busy signal instead of sending the caller through one of the associated priority queue events. To learn more about priority queue events, visit Managing inbound priority queue events.
 
Let’s discuss how to configure the Sync (Busy) Queue Wait and set up the answer type for your DNIS assignment below. 

Configuring Sync (Busy) Queue Wait

To configure the Sync (Busy) Queue Wait setting, follow these steps:
1. Navigate to Routing > Queues via the left-hand navigation bar
2.Select the queue in which you’d like configure the Sync (Busy) Queue Wait time
3. Select the Queue Events tab from the configuration panel
4. Under the Queue Event Settings section, enter the time (in minutes) you’ll allow the caller to wait in queue to connect to an agent before a busy signal is sent
Now that you’ve set your Sync (Busy) Queue Wait time, you’ll need to configure the phone number assigned to your queue by setting the answer type of that number.

Setting the DNIS Answer Type

To set the answer type of the DNIS assigned to your queue, follow these steps:
1. Navigate to Channels > Phone Numbers via the left nav bar
2. Configure the fields in the Filter Criteria section to help locate the DNIS number assigned to your queue
3. Select View List to populate a list of numbers under the Results section
4. In the DNIS column, click on the desired phone number 
5. Click on the Answer Type field 
6. Select Busy on Closed/No Agents from the dropdown menu
7. Click Save to save your changes
© 1999-2021 RingCentral, Inc. All rights reserved.
Close X
Thanks!
We've sent you a link, please check your phone!
Please allow a full minute between phone number submissions.
There was an issue with SMS sending. Please try again. If the issue persists, please contact support.