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Business Hours 8am-5pm M-F and calls received after hours will go directly to the voicemail for the queue.
Incoming calls during business hours will be offered to agents by idle time. (the agent with the longest idle time will receive the next incoming call, if call is not answered it goes to the next available agent.)
If the caller has to wait in the queue, after 60 seconds, they will be offered a chance to stay in the queue or receive a call back. If they choose to receive a call back, they can choose a call to the number they are calling from or they can enter a different number. They also do not lose their place in the queue. After 120 seconds of being in the queue they will have another opportunity to receive a call back or wait on the line. If they are in the queue for 10 minutes, they will be forwarded to the voice mail for each campus.
(Script: Thank you for calling TSTC Enrollment. Your call is in the queue and will be routed to the next available agent. If you'd prefer a call back instead, please press 1. If you want to remain in the queue, please press 2 or stay on the line. )
You can view information on how to access voice mails HERE.