Sometimes customers get into the queue after hours. Sometimes they call at 4:58, get into the queue, everyone goes home, and they’re stuck in the queue until it times out 15 minutes later. “I waited 15 minutes on hold being told I was the next caller… then it threw me into voicemail!”
Other times, they dial an extension at or after close then, from that extension, get into the regular day menu and into the queue.
Any ideas as to simple ways I avoid this?