When is maximum queue wait time ignored?

Question

When is maximum queue wait time ignored in Talk?

Answer

The maximum queue wait time for phone calls is ignored when a transfer takes place. This transfer can either be to an agent group or another agent. When a transfer takes place, Talk places the end users on hold and keeps them on hold until an agent accepts the call.

If transferring to a group and all agents in that group ignore the call, then Talk routes the end users to voicemail. For more information on Talk settings, see the article: Enabling Talk and configuring general settings.