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  • 1.  Need help with ACD Queue Timeout settings

    Posted 09-27-2018 14:16
    No replies, thread closed.
    Hello,

    I have a call flow set up to transfer to a queue and then upon failure it is set to transfer to voicemail.

    However when i call into test, I hear the failure voicemail AS I see the call ringing to my 2 agents.   How can I adjust the ADC Queue to have more time before routing to the voice mail? See pic of Architect and the Queue settings

    Thanks!

    thumbnail image
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    Christina Ross
    National Media Calls
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  • 2.  RE: Need help with ACD Queue Timeout settings

    Posted 09-27-2018 14:26
    No replies, thread closed.
    A flow takes the failure path when the transfer fails; if it can't transfer to the queue, then transferring to the queue's voicemail is almost guaranteed to fail as well.  A failed transfer means something like the queue is deleted, not that there weren't any agents on the queue (in that case the caller goes to a in-queue flow and hears hold music or whatever until an agent becomes available).  I can't explain what happened in your call, you'll need to open a case with support to see what happened.

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    Melissa Bailey
    Genesys - Employees
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    Original Message


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