Recommendation: Test to see if the destination resources are available (such as during business hours) before queuing.
The following example queues calls to a hunt group regardless of the time of the call. When calls reach an office after business hours, the announcement is repeated until the caller hangs up.
Unconditional queuing to hunt group
1. queue-to split 1
2. announcement 5000 (All agents are busy. Please hold.)
3. wait-time 120 seconds hearing music
4. announcement 5001 (All agents are still busy. Please continue to hold.)
5. goto step 3 if unconditionally
The next example tests for business hours before queuing the call. If the call reaches the office after business hours, an announcement informs the caller of the business hours and the call is terminated.
Queue to hunt group with time-of-day conditional
1. goto step 7 if time-of-day is all 17:00 to all 8:00
2. queue-to split 1
3. announcement 5000 (All agents are busy. Please hold.)
4. wait-time 120 seconds hearing music
5. announcement 5001 (All agents are still busy. Please continue to hold.)
6. goto step 4 if unconditionally
7. disconnect after announcement 5001 (Business hours are 8:00 AM to 5:00 PM, Please call back then.)
In the first example, unnecessary processing occurs when a call queues after business hours and the call is terminated only when the caller hangs up. As indicated in the second example, it is more economical to test for business hours before queuing a call.
