Route call to another extension if queue for X amount of time?

[lwurl2]

I've got a seldom used queue that occasionally has very long calls with few agents. The supervisor has requested that after a period of time (right now, 10 minutes) that the call be sent to another extension. How do I script a check to see how long a customer has been in queue, and send them to another extension?

Thanks!

 

[StanleySteamer]

Use the AGE OF CALL intrinsic.

 

[lwurl2]

What will happen to calls that are in progress with agents? They will not be affected, correct?

 

[lwurl2]

One more question: is there a way to modify a real-time report to show how long a call has been in queue? I've seen several "wait" items to choose from, but none seem to reflect the amount of time a caller has been waiting for an associate.

Thanks so much!

 

[effort1584]

You will just be routing the one call at that point with no impact on existing calls on phones or others waiting in the skillset queue. However, assume more than 1 call is waiting and if you route a second call will follow the treatment path for the number you route to.

The you can add "max wait time" to see how long the oldest call has been waiting.