The way you set up your Queue extensions to handle calls can significantly increase the satisfaction of your customers. In VoIP Panel v5, Queue extensions can be customized to the smallest detail in order to suit any call center scenario. For this particular purpose, the Caller Behavior settings have been improved. This article explains what's new in the Caller Behavior setup and how to use it in order to improve your customers' experience.
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The default value for the Announce current waiting time option is Never. But from the drop-down list, you can set this announcement to be made Once or Periodically.
If you decide this announcement to be made Periodically, you gain access to the Make hold-related announcements every <x> seconds option. And that's where you can set the announcement to be repeated within a specific time interval, for example every 60 seconds.
Announce estimated waiting time
This now new option is designed to relieve the customer's frustration from all the waiting in queue. Because it lets the caller know approximately how long they need to wait for their call to be picked up.
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If you select Periodically or Once, you need to specify the estimated waiting time by filling the "between <x> and <y> seconds" field. The default value is "between 30 and 900 seconds." This means that the announcement will be made if the estimated amount of time the caller needs to wait is set between the limits defined here.
If you set this announcement to be made Periodically, you gain access to the Make hold-related announcements every <x> seconds option. And that's where you ca have the announcement repeated to the caller within a specific time-interval, like every 60 seconds.
Make hold-related announcements every <x> seconds
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This option allows the caller to exit the queue by pressing the 0 key on the phone pad. The call will be then transferred to another extension that belongs to the same organization account.
To set a different extension for call transfer, click the 
icon and a list with all the available extensions under the same organization will be displayed. Select the extension from the list and, when the caller exits the queue, the system will transfer his/her call to it.
Try to connect caller to the same agent [ ] when called again in <x> hours
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