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There are three different types of exceptions to choose from: Exception, Exception When Closed, and Emergency Exception. A more detailed explanation for each type of exception can be found here.
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Voice Prompts
Voice prompts designated for the queue are specified under the "Voice prompts" section. A prompt is a pre-recorded message played to the caller during a phone call.
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Also, a queue can include menu choices. For instance, callers can be directed to a callback by pressing a designated key. Instructions on configuring In-Queue IVRs can be found here and creating a new IVR menu can be found here.
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Call Overflows
Call Overflows refer to the process where incoming calls are redirected or transferred from a service queue under specific conditions, such as when the queue is closed or when there are no available agents to handle the call. This redirection can be configured to overflow calls to different targets, play prompts, or take specific actions based on predefined settings and criteria. Instructions on how to add overflow rules can be found here.
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The Callback service enables customers to submit a callback request. More detailed instructions can be found here.
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