Return to queue after disconnection

Return to queue after disconnection

You can configure CCAI Platform to offer a disconnected caller the option to return to their queue. If they accept, they're returned to the top of the queue. Virtual agents in the queue are skipped. This capability is for IVR calls only.

Administrators: We've made the following updates to the CCAI Platform portal:

• In the Settings > Call > Call Details pane, there's a new Return to Queue After Disconnection section. • In the Settings > Queue > IVR (Interactive Voice Response) > Edit / View > MENU_NAME > Settings pane, there's a new Return to Queue after disconnection section. • In the Settings > Languages & Messages > Audible Messages pane, there's a new Return to Queue After Disconnection Messages section.