Engage Voice | Using Sync (Busy) Queue Wait
Last updated on June 30, 2021
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.
Helpful hint!
Sync (Busy) Queue Wait ensures the system will only send a 180 Ringing or 183 Session Progress Session Initiation Protocol (SIP) response back to the originating carrier when the call enters into Engage Voice. Only upon agent connection will the system send a 200 OK SIP response. If the call times out before routing to an agent, the system will send a 486 Busy Here SIP response.
This is useful for intermediary carriers or other contact centers to understand the true state of the telephony signaling level.
This is useful for intermediary carriers or other contact centers to understand the true state of the telephony signaling level.
Configuring Sync (Busy) Queue Wait
- Navigate to Routing > Queues via the left-hand navigation bar.
- Select the queue in which you’d like configure the Sync (Busy) Queue Wait time.
- Select the Queue Events tab from the configuration panel.
- 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
- Navigate to Channels > Phone Numbers via the left nav bar.
- Configure the fields in the Filter Criteria section to help locate the DNIS number assigned to your queue.
- Select View List to populate a list of numbers under the Results section.
- In the DNIS column, click on the desired phone number.
- Click on the Answer Type field.
- Select Busy on Closed/No Agents from the dropdown menu.
- Click Save to save your changes.
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