Overflow; Activate Overflow Manually; Cancel Overflow; Reroute - Aastra ITE Agent User Manual

Chapter 4, ACD Features

Overflow

The Overflow feature sends all incoming ACD calls to additional agents in an overflow
agent group, when the queue limits are reached. The system automatically activates this
feature and automatically cancels it when the agents in the primary agent group are able
to answer calls within queuing limits.
The Manual Overflow feature allows you to manually force all queued ACD calls to the
overflow agent group. You can activate and cancel the feature any time that it is
necessary.

Activate Overflow Manually

Step
1.

Cancel Overflow

Step
1.

Reroute

The reroute feature allows you to specify a specific alternate destination for the next time
this person calls in. The alternate destination can be a directory number, an ACD
pilot/call type, a particular ACD agent, an external local number, or external toll number.

Use Reroute

Condition:
Step
1.
M
58
M
Action
Press
Action
Press
You are on an active call
Action
Press
Result
Overflow lamp ON
Result
Overflow lamp OFF
Result
Reroute lamp ON
1 Beep
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