Maximum hold times determine how long callers wait while Talkroute attempts to connect them to your team. Hold times are calculated in real time based on your call routing settings and which forwarding devices are currently active.
A forwarding device is considered active if it is toggled ON and within its scheduled hours (if a schedule is set). Devices that are OFF or outside their scheduled hours are not included in the hold time calculation.
Ring in Sequence
With Ring in Sequence, calls are forwarded to each device one at a time in the order you specify. The maximum hold time is calculated by adding together:
- The ring time for each active device in the sequence
- Multiplied by the number of times the sequence is attempted
For example, if you have three devices with ring times of 30 seconds each and the sequence is set to try once, the maximum hold time would be 90 seconds (30 + 30 + 30).
Maximum allowed hold time for Ring in Sequence: 10 minutes
Ring All
With Ring All, all active devices ring simultaneously. The maximum hold time is controlled by the "What is the maximum time your callers should remain on hold?" setting, which can be set up to 5 minutes.
The "How often should we try to forward calls to your phones?" setting determines the interval between ring attempts. Options are 15, 20, 25, or 30 seconds. This creates a ring-pause-ring pattern until the maximum hold time is reached.
For example, with a 3-minute maximum hold time and a 30-second retry interval:
- All devices ring for 30 seconds
- Pause for 30 seconds
- All devices ring for 30 seconds
- Pause for 30 seconds
- This pattern repeats until the 3-minute limit is reached
Maximum allowed hold time for Ring All: 5 minutes
Scheduled Devices
If a forwarding device has a schedule assigned, it only counts toward the hold time calculation when the schedule is active:
- Device is ON and inside scheduled hours → included in hold time
- Device is ON but outside scheduled hours → not included in hold time
- Device is OFF → never included in hold time
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