FirstDigital Customer Knowledge-base

WCC: How Long Does A Caller Have To Make a Choice

When a contact is sent to a queue it can be programmed to allow the caller to opt-out. For example, to leave a voicemail or request a callback.

The length of time the caller has to make their selection is equal to the length of time the media file is playing. If more time is needed, extend the wav file by splicing on a bit of silence. In the scenario where the the desired experience is to allow the caller to make a selection even after the instructions and during the music, extend the menu file to include the hold music.




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