AT&T Office@Hand

Learn how to use features from AT&T Office@Hand. Access our self-help options to set up and use this application to communicate with customers.

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Call Queue – Set Up Call Handling | Business Hours | Member Availability and Hold Times | AT&T Office@Hand
Article #10909

This article provides information about how callers on hold will be handled during business hours. 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.

Set Up Call Handling | Business Hours | Member Availability and Hold Times

This menu lets you designate how callers on hold will be handled.

  • Minimum post-call wrap up time before agent’s status is automatically set available
    This option specifies how long the system will wait after an agent completes a call before automatically setting their status to “Available” for a call. This gives the member time to make Notes or otherwise follow up on a call.
  • Maximum hold time to wait for an available call queue member
    If a member does not answer within this time period, the queue will move onto the next available member.
  • If number of callers waiting exceeds the set number of callers
    This setting sends new callers to your voicemail or advises callers of heavy call volume and disconnect when the number of callers waiting exceeds the number of callers you set.

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. For more information, go to Call Queue – Overflow Call Queues Overview | AT&T Office@Hand.

See Also:
Call Queue – Set Up Call Handling for Business Hours and After Hours | AT&T Office@Hand
Call Queue – Access the Call Handling Section | AT&T Office@Hand
Call Queue – Set Up Call Handling | Business Hours | How calls get transferred to group members | AT&T Office@Hand
Call Queue – Set Up Call Handling | Business Hours | Audio While Connecting | AT&T Office@Hand
Call Queue – Set Up Call Handling | Business Hours | Hold Music | AT&T Office@Hand
Call Queue – Set Up Call Handling | After Hours | AT&T Office@Hand

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