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Author Topic: MiContact UPiQ sometimes caller is told 6 hour wait time  (Read 1341 times)

Offline mitelrvtd

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MiContact UPiQ sometimes caller is told 6 hour wait time
« on: May 07, 2021, 11:45:32 AM »
Periodically callers are reporting that they are told it is a 6 hour wait time when they were the only one in the queue and agents are present.

We have not been able to reproduce the issue and are not sure what the scenario is that might be causing it.
Works normally most of the time and when we test it.

Just wondering if anyone has seen this before.
Thanks!
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Offline Ronan

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Re: MiContact UPiQ sometimes caller is told 6 hour wait time
« Reply #1 on: May 11, 2021, 01:23:39 AM »
When the volume of calls is low UPIQ can be wonky. I know when I set it up on my lab system, so with no calls most of the time, if I connect an agent, put him in a call, then make a second call, the time announced by UPIQ will be totally random, like 50 minutes, then 2 minutes, then 30 minutes...
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Offline mitelrvtd

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Re: MiContact UPiQ sometimes caller is told 6 hour wait time
« Reply #2 on: May 12, 2021, 05:38:25 PM »
Thanks for replying.
That is our scenario, low call volume and just one caller in the queue.
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Offline mitelrvtd

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Re: MiContact UPiQ sometimes caller is told 6 hour wait time
« Reply #3 on: January 12, 2022, 02:34:42 PM »
Our partner said this, hopefully, it resolves it but I don't know what setting they change specifically.

It was set to play wait time and position in Q even if there wasn
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