Overflow Calls - Avaya IP Office User Manual

7.3 Overflow Calls

Overflowed Calls
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· An overflowed call is any call originally targeted at the queue that then overflows using the queue's overflow settings.
The overflowing calls are then presented to members of other queues.
· IP Office Customer Call Reporter only supports overflow using other IP Office Customer Call Reporter queues as the
overflow destinations.
Queuing
Hunt groups on the telephone system can be configured to use queuing when the number of calls waiting to be
answered exceeds the number of available agents to which waiting calls can be presented. With queuing enabled the
additional callers continue to be treated as if ringing even though they are queued.
Without queuing, when the hunt group become busy, addition calls go directly to the overflow destination if set, else to
voicemail if available, else return busy to the caller.
IP Office Customer Call Reporter is only supported for queues (hunt groups) that use queuing.
Overflow Settings
Every queue can be configured by the telephone system maintainer with a number of overflow settings.
· Overflow Group List
This is the key setting, which if set, enable overflow for the queue. The Overflow Group List is a list of other
hunt groups whose members are used to answer overflowing calls. The list is used in sequential order, with the
overflowed call being presented to the available agents in each group using the Ring Mode setting of that group. If
still unanswered the overflowed call then goes to the next group in the list and eventually back to the overflowing
group in a continuous loop until answered.
· Overflow Time (Optional)
An Overflow Time can be set though this is not necessary to use overflow, see 'When Do Calls Overflow?' below.
· Overflow Mode
By default, if the queue is using 'queuing', once one calls overflows all queued calls overflow. This can be switched
off, with the overflow of each call being determined on a call by call basis.
When Do Calls Overflow?
If an Overflow Group List has been setup for a queue, calls will overflow when:
· For a queue without 'queuing' enabled, a call overflows immediately if there are no available agents.
· For a queue with 'queuing' enabled but no Overflow Time set, a call will overflow when it has been presented to
but not answered by each of the available agents.
· For queues with 'queuing' enabled and an Overflow Time set, a call will be presented to available agents or wait
in the queue until the overflow time expires at which point the call will overflow.
· If the call is currently being presented to an agent when the overflow time expires, the call will complete
ringing for the No Answer Time at that agent before it actually overflows.
· The default IP Office operation is to overflow all 'queued' calls once any one call has overflowed. However if
required the IP Office can be switched to overflow calls using the rules above on a call by call basis.
How are Overflowed Calls Treated?
When a call overflows it still belongs to the original queue. The overflow list is used to expand the list of agents to whom
the call can be presented for answer. The only setting of the hunt groups to which a call overflows that are applied are
their own Ring Mode and
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applied to the call are those of the original queue. Similarly, for IP Office Customer Call Reporter, the call statistics belong
to the overflowing queue.
For users to which the overflowed call is presented, the indication of the call source will be that of the queue from which
it has overflowed.
CCR 1.0 User Guide
IP Office
No Answer Time settings. All other settings, including announcements and voicemail,
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Call Scenarios: Transferring Calls
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