Setting The Intergroup Overflow - Comdial DXP Plus Manual

Programming QuickQ

Setting the Intergroup Overflow

Intergroup overflow improves the effectiveness of a Call Center by utilizing additional groups
(departments) as back-up to answer calls, if the primary group is busy beyond the set time parameters.
Once the overflow timer has been exceeded, the system presents the call to the first available of the five
groups (primary and four overflow). For calls to overflow to the appropriate groups, you must set the
overflow patterns using the following procedure:
1. Pull down the System-Setup menu and select the Intergroup Overflow option. The
InterGroup Overflow window appears with a list of each group and their respective overflow levels
(Figure 3-8). Overflow level 4 should display four extension numbers.
2. Use the Up and Down arrows and the
wish to set the overflow parameters, and either press
3. The Edit ACD InterGroup Overflow window appears.
4. Press the Up/Down arrow keys to change between groups. Alternately, you can press the
a highlighted field to cause a pull-down menu to appear, then highlight the overflow option for that
field. Press again to insert the highlighted setting in the field and close the menus. To set the four
Enter
overflow levels, use
end of the field to display the same menu. Click on a menu option to select it. This action
automatically closes the menu.
5. When you have set the four overflow levels to your satisfaction, use the mouse to click on the
Up - Da t e menu bar option and close the box or Press
3-8 Programming The QuickQ System
Figure 3-8. InterGroup Overflow Window
Page Up
to move from field to field. With the mouse, click on the down arrow at the
Tab
and keys to highlight the group for which you
Page Down
or click on it with the mouse to select it.
Enter
.
Alt U
GCA70-271
key on
Enter