We are having an issue with calls being cut off instead of queued when all agents are busy. Is there an option to change how long customers can queue before being cut off?
When agents are in an offline or transfer state in Zendesk Talk incoming calls are cut off.
Hi there! We have a maximum queue wait time limit that you can set between 1 and 20 minutes (or 1 and 60 minutes if you are on a Talk Enterprise plan)
You may also set the limit of the queue size to specify how many incoming calls will be kept waiting for an available agent.
More info here: https://support.zendesk.com/hc/en-us/articles/4408838035866-Enabling-Talk-and-configuring-general-settings :)
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