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