If the caller’s position, counting themselves as 1, is equal or more than the piqHighThreshold the HighMsg is played.
If the caller’s position, counting themselves as 1, is equal or less than the piqLowThreshold the call is sent directly to wait for an agent.
If the caller’s position, counting themselves as 1, is between the piqHighThreshold and the piqLowThreshold value, the message telling them their position in the queue is played.
2. Next the message telling the caller they can press the 1 key to trigger some action such as leave a voicemail or request a callback is played and a response from the caller is expected.
If the caller presses 1, the call is routed to another queue.
If the caller presses any other key or no key at all, a wav file, usually hold music, is played.
At the end of the wav file step 2 is repeated.
By select a Low Threshold of 1 means the caller will always hear the position in the queue.