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Increasing the timeout value for announcement in Queue Callback feature

Opening this on behalf of ForHealth (Org ID: c834105c-b8a2-4953-8fb9-6f70d24c101e)

This is for the callback feature in Call Queues. When the user receives a callback, user is prompted to press 1 to be connected to the agent and 2 to cancel callback, the timeout for this prompt is set to 5 seconds and the call drops abruptly after that.

Customer is a medical center and some people including elderly people may find it difficult to key in their selection in this timeframe. Is it possible to either increase the timeout value or add a reminder for the user to enter their selection before disconnecting the call?

  • Prashant Kapur
  • Jul 18 2023
  • Future consideration