Altigen AltiContact Manager Version 5.0 Administration Manual page 409

Queue Overflow
The Queue Overflow window allows for configuration of overflow
conditions and actions.
Figure 16. Queue Overflow window of Advanced Queue Management,
Workgroup Configuration
• Overflow Conditions - select from any of the following check boxes
(if all are enabled, the conditions will be followed in order):
— Calls in Queue Exceed - can be between 0 and 150. This is the
number of calls in queue that will cause overflow. For example, 5
calls mean that once a queue has 5 calls in queue, the system will
forward the overflow calls according to a specified action.
— Wait Time longer than - can be between 0 and 200 minutes. This
is the time that a call must have been waiting in queue for the call
to be overflowed.
— Service Level lower than - can be between 0 and 100%. This is the
percentage of calls in queue longer than service level threshold.
• Action - select from one of the following options:
— Overflow existing call in the queue to
— Overflow new incoming calls to
When either is selected, use the drop-down list to select the
overflow action:
• Voice Mail
AltiContact Manager Administration Manual
Workgroup Configuration
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