Help › Installing Standby
Check two branches in your contact flows
What callers hear when Standby caps or closes a queue, and the one setting it depends on.
Standby changes queue settings, never your contact flows. So your flows decide what callers hear, and two branches need checking once. The full detail, with AWS's own caveats, is on What callers hear.
Capping a queue: the "At capacity" branch
When a queue is capped and full, the next contact to reach Transfer to queue goes down its At capacity branch. Anyone already queued is unaffected.
Not sure where to send them? See four common setups, with pictures.
- Make sure that branch is connected. If it isn't, those contacts are disconnected.
- Make sure it leads somewhere useful: an apology and a callback, your hours, voicemail, or an overflow queue.
Closing a queue: the "Out of hours" branch
Closing points the queue at an always-closed hours of operation, so contacts reaching Check hours of operation go down its Out of hours branch. That only works if the block has no hours set on the block itself; a block with its own hours ignores the queue's, and closing would change nothing for callers.
Tell Standby you've checked
Standby can't read your flows, so it asks you. Once the Check hours of operation blocks on your callers' paths use the queue's hours, update the stack and set FlowsCheckHoursOfOperation to true. Until then, closing a queue isn't offered.
Test it once
- On a test queue, set Maximum contacts in queue to 0 in the Connect console, wait a minute, and call in. You should hear your At capacity branch.
- Point the queue at an hours of operation with no open hours, wait a minute, and call in. You should hear your Out of hours branch.
- Put both settings back.
Next: Update the stack