We occasionally will have callers parked for extended periods if they demand to talk to someone despite them not being available for 10-15 minutes. We will typically make sure the caller is aware that they will be on hold for that long and recommend they accept being transferred to voicemail instead. If they persist and say they are fine with waiting then we will park.
So, we are trying to balance between having reminders/recalls for those occasions a parked call genuinely got lost in shuffle (very busy office, lots of phone calls) and allowing for longer parked calls on a less frequent basis.
My hope was to have a recall happen every 3 minutes and last for 10 seconds. However, we are finding this works the first time (Recall after 3 minutes) and then just Recalls indefinitely the second time (6 minutes 10 seconds into the park).
Thanks for clarification on 20-31, that makes more sense now.
Last edited by DMontgomery; 03/22/19 09:28 AM.
