| Symptom | Check |
|---|---|
| Callback is never offered | All three thresholds must be met at the same time: waiting time, number of calls in queue and the call-to-agent ratio. Also check whether the hold music has been changed. |
| Callback is offered too early | The thresholds are set too loosely. Tighten one field at a time and observe. |
| Nobody is notified when a callback fails | A notification group must be selected under When callback could not be completed. |
| Calls wait too long before overflow | Call timeout and Call overflow are separate. Timeout applies to a single call, overflow applies to the number in the queue. |
| The agent does not have time to take the call | Agent Alert Time determines how long the call is presented before it moves on. |
A note on Agent Alert Time
In the current version this field carries a help text that comes from the callback threshold and does not describe the field. The text is wrong; the field works. The error has been reported to development.