I had a customer ask me this question today, and I was surprised to say I didn't have an exact answer for them. They have a relatively small support queue for their business (three agents, and rarely more than one person in line at any given time in the queue, if all agents are on a call), Their support calls can range anywhere from 30 seconds to 30 minutes. Occasionally, they'll get four or five calls in a short time span, and the first three that are answered may end up being rather long. The people in line are listening to hold music and hearing the periodic hold announcements and estimated wait times (you are currently caller number 2 in line, your estimated wait time is ....). The complaint they're receiving is that the estimated hold time tends to jump around a bit - the example I was given was that a caller was told when they entered the queue, they were currently caller number 2 and the estimated hold time was less than 2 minutes. The caller waited upwards of 10 minutes, and then hung up when the estimated wait time announcement told them the wait time was 8 more minutes.<br>
<br>This is on a queue with a 30 minute wait time (the customer specifically asked for this for all of their queues, so that's not changing). After the timeout limit is reached (i.e the command is Queue(support,,,,1800)), the dialplan jumps to voicemail.<br>
<br>So, how does asterisk calculate holdtime for queues? Why would it go up the longer a caller is in line? Where does it determine the initial wait time, etc?<br clear="all"><br>-- <br>Thanks,<br>--Warren Selby<br><a href="http://www.selbytech.com">http://www.selbytech.com</a><br>