Hold Time Limit
A hold time limit caps how long a caller waits on hold for one of your programs. When the limit is reached, Connie takes the caller out of the queue and asks them to leave a message. The message arrives as a voicemail task in the same program's queue.
It is set per program. One program can have a 5-minute limit while another has none.
What the caller hears
While they wait, callers hear your normal hold experience, including the option to press the star key for a callback or voicemail at any time. When the limit is reached they hear:
"All of our team members are still helping other callers. Please leave a message at the tone. When you are finished recording, you may hang up, or press the star key."
Connie checks the limit each time the hold music comes round, so a caller reaches voicemail at the limit or up to about a minute after it. A 5-minute limit means voicemail between 5 and 6 minutes.
What your team gets
The same voicemail task your team already works:
- the recording and a written transcript,
- the caller's number and the client card when the caller is known,
- an email to the program's voicemail list, with the transcript,
- 96 hours in the queue, like every voicemail. See How Long a Task Stays in Your Queue.
What it does to your reporting
A caller who reaches the limit is recorded as Hold limit reached - sent to voicemail. It is
not counted as an abandoned call. The caller didn't give up; Connie moved them on so their message
could be heard. The voicemail is linked to the original call, so the two can be read together.
Decide this before you ask for it
Once a caller reaches the limit, nobody can answer that call any more. The caller leaves a message instead. Pick a limit that matches how long your callers can reasonably hold, and how quickly your team can return a message.
How to set or change a limit
Open a support ticket with the program (for example, "Adult Day Care") and the limit in minutes. The Connie Care Team sets it, places a test call to confirm it, and closes the ticket. Removing or changing a limit works the same way.
Built-in protection on every program
Every program that holds callers in a queue has a safety net, whether or not it has a limit. If a caller's place in the queue ends while they are still holding, Connie sends them to voicemail rather than leaving them listening to hold music that no agent can answer.
Related: Agent Send to Voicemail lets an agent send a ringing caller to voicemail by hand.