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How to forward callers in a Contact Center queue once timeout expires

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Objective

To specify a wait time and set up a forwarding rules in a Contact Center queue once the wait time has passed.

Applies To

  • Configuration Manager for Contact Center.
  • Queues

Procedure

  1. Log into Configuration Manager for Contact Center.
  2. Click Scripts;
  3. Click Edit (pencil icon on the script you're attempting to modify).
  4. Select Forward to Queue object.
  5. Click Edit.
  6. Change the Queue Timeout filed to the desired number of seconds;
  7. Click Ok.
  8. Click on Queue Timeout (the second setting in forward to queue). 

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9. Add Forward to Queue/ Forward to External Number (depending on where you want the caller forwarded).

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10. Select the Queue to forward to or add the external number 1 xxx xxx xxxx.KB2pic3.PNG

11. Click Ok.

12. Click Save.

Additional Information

This article offers the possibility to transfer both to an external number step 9 and 10, as well as to transfer to a Contact Center queue step 9.