Need to find a solution for checking time in queue

FreePBX Applications / Modules
1

Same problem as few years ago, I didn’t found a solution yet:

Callers are into a (long) queue.

Office closing time is coming

I need callers to know in 15 minutes they will be no longer answered.

I don’t see a way to check a time condition while in queue:

exiting queue by timeout failover can fall into a time_condition => “few minutes to hangup” announcement => reentering queue, but of course, caller loses queue priority.

Any idea in how to advise callers while waiting in queue ?

2

Could you do a breakout to a time condition that goes to an announcement or are those only to IVR?

3

I would advise them BEFORE entering the queue - if you waited 45 minutes (say) and then it’s closing time, why should I tell you that in 5 minutes you will be disconnected?

I would add a message 30 minutes before closing time, and would have the queue eject callers if there are no agents - or write a cron that kicks everybody out at closing time by transferring to a message that says “pls call back tomorrow”.

1 Like
4

Breakout is only to an IVR but the problem is still exiting queue breaks priority.

I need a different workaround……

5

QM: I was thinking something like… I’ll give it a try….

6

Since this post is probably read by sangoma staff too, I come to ask: is this wanted feature implementable in queues module ?

Basically time condition check to give caller an announcement while waiting keeping priority (like position announcement in queue does), and eventually pull out the caller into a destination.

Thanks.

7

In theory (just an idea)

you can use AMI action Originate

To play a recording on a channel. But before doing that you need to identify active channels using same AMI

8

Use a link to the actual comfort message recording and switch it to point to a different one as the deadline approaches. However, as others have pointed out, this needs to be done before anyone is actually likely to be affected by the centre closing for the day, as being in a queue for a long time, then told hard luck is worse than being advised that it is quite likely that your call will never be answered.