Call Routing Timeout Settings
  • 10 Aug 2022
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Call Routing Timeout Settings

  • PDF

Call Routing Timeout settings control the values for the following call routing options:

  1. How long an Agent have after declining or missing a call  before receiving another call
  2. How long an Agent is dialed before a call is considered missed
  3. How long a Customer is dialed on an outbound call before the call is terminated

How long an Agent has after declining or missing a call  before receiving another call

When a call is routed to an Agent but declined or misses the call, the length of time an Agent has before receiving another call is configurable.

How long a call is offered to an Agent before it's routed to another Agent

The length of time an Agent is offered a call before it's rerouted to another Agent because of no response is configurable. This inaction causes a missed call event. Note that this same setting also controls "how long a customer is dialed on an outbound call before the call is terminated" below.

The default setting is 45 seconds. Contact Gladly Support to update this value.

How long a Customer is dialed on an outbound call before the call is terminated

When an outgoing call is initiated from Gladly, the length of time Gladly waits for the receiver to pick up before the call is automatically ended is configurable. The countdown begins as soon as the call is placed.

The default setting is 45 seconds. We do not recommend setting this value to less than 30 seconds as it may not give Gladly enough time to reach a customer's voicemail prior to hanging up. If you do wish to update this value, contact Gladly Support to update this value.


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