Queue Overflow - Altigen AltiWare ACM 5.1 Administration Manual

Chapter 5: Workgroup Configuration
No Action
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Disconnect
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4. Click OK or Apply.

Queue Overflow

The Queue Overflow tab allows for configuration of overflow conditions and actions.
Figure 15. Workgroup Configuration, Advanced Queue Management, Queue Overflow tab
Overflow Conditions - select from any of the following check boxes (if all are
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checked, the conditions will be followed in order):
Calls in Queue exceed - can be between 0 and 150. This is the number of calls
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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
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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
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of calls in queue longer than service level threshold.
Action - select from one of the following options:
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Overflow existing call in the queue to (first in, first out)
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Overflow new incoming calls to (last in, first out)
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When either is selected, use the drop-down list to select the overflow action:
Voice Mail
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Extension—select an extension from the drop-down list.
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Workgroup—select a workgroup from the drop-down list.
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AA—select the auto attendant to use in the drop-down list under the option.
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AAs are configured in AA Configuration on the System menu.
Operator
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Outside—type in the full prefix and phone number, preceded by the trunk or
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route access code, for example, 915102529712.
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AltiWare ACM 5.1 Administration Manual