Reset In Queue Timeout

This ACD tool resets the timeout previously set for a call after it has begun ACD for processing. This can be used, for example, to disable the timeout for a caller who has opted to go to an IVR during ACD wait. When a call’s timeout limit is reset, any time already spent in the queue is discarded.

Using this tool after an in-queue timeout will not cause the ACD server to assign the call. If you want to assign a call that has already been timed out, you must use the ACD Initiate Processing tool again.

Inputs

Call Identifier

The identifier of the telephone or chat interaction on which ACD processing is being performed.

New In-Queue Time Limit (Seconds)

This sets the new timeout period for the call. Setting the new limit to 0 (zero) will allow the call to remain in-queue indefinitely.

Exit Paths

Success

The Success exit path is taken if the queue timeout is successfully reset.

Failure

The Failure exit path is taken if the operation fails.