Set Up Call Queue Member Availability and Wait Settings on AT&T Office@Hand Wireless & Wireless Integrated for AT&T Office@Hand
Article #10909

This article provides information about how callers on hold will be handled during business hours on AT&T Office@Hand Wireless & Wireless Integrated for AT&T Office@Hand. 

To configure the call queue member availability and wait for settings, follow the steps below:

1. Log in to the AT&T Office@Hand online account.
2. Go to Admin Portal > Phone System > Groups > Call Queue.
3. Select the call queue to configure.
4. Click Call Handling & Members > Wait Settings.

The following menu lets you designate how callers on hold will be handled:

• Number of callers allowed in the queue – Number of callers allowed to wait before the queue is full. (5 – 25 Callers)
• When the queue is full – Determines where callers are routed:
  • Send new callers to Voicemail
  • Advise callers of heavy call volume and disconnect
  • Send new callers to Extension
  • Forward new callers to External Number
• Maximum caller wait time in queue – Amount of time callers wait for a member to answer. (10 sec – 15 min)
• When maximum hold time is reached, send the caller to – Determines where callers are routed:
  • Voicemail
  • Extension
  • External Number
• When members are available, but no members answer or all members are busy or unavailable – When calls are not answered, choose if callers should:
  • Wait for members to answer until maximum queue time is reached
• Have caller wait for – Determines which members can answer the call:
  • Primary Members
  • Primary & Overflow Members

Note: You also have the option to use an existing Call Queue to handle calls when there’s an increase in your Call Queue’s call volume by using the Overflow Call Queue feature.

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