Ability to send new caller to Unconditional call forwarding if wait time exceeds a certain time

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Merged

This conversation has been merged. Please reference the main conversation: Please allow calls to go to overflow on a timer

The call group feature is great however we would like the ability to send to a external overflow number if wait time exceeds a certain amount of time. 
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Mundy

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Posted 3 years ago

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Mike, Official Rep

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Take a look at this page and see if the Overflow Call Queues meets your needs. 

Overflow Call Queues - Use this to enable, create and manage overflow Queue. For more information, go to Overflow Call Queues.
(Edited)
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Mundy

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Thanks for the reply Mike. 

This is great and it looks like it could help. However I want to preserve the fact that incoming calls will wait in the primary call queue for the specified time which is 3 mins and then go to the overflow.

From my understanding if everyone is on the phone in the primary queue it will go directly to the overflow queue. Is this correct?
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Mike, Official Rep

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You are correct, if all members are on calls, it will spill over to the overflow queue without waiting the 3 minutes.

Calls to a Call Queue with overflow are handled as an extended single Call Queue. When enabled, all calls are offered first to any available agent in the primary call queue. When all members of the primary queue are in an active call, incoming calls to the primary queue will spill-over to the overflow queue.
(Edited)
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Joseph Lawrence

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This reply was created from a merged topic originally titled Add ability to unconditional forward calls in call queue.

Please add ability to unconditionally forward calls in a queue.  In our business, we share calls with a large business partner.  We use a call queue and host the number our customers call.  When we get to busy we want the ability to unconditionally forward calls when our agents are busy and wait time is exceeded.  The could be accomplished in a number of ways.   Allow users to unconditionally forward during business hours, add a option to the queue to unconditionally forward calls under call handling, all unconditional forwarding as an overflow queue option, 
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Kevin Hart

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@Mike Overflow Queues doesn't work for us either because if someone walks away from their desk and forgets to set their line as unavailable then it continues to ring their line and then goes to voicemail. Instead of voicemail. Instead we want it to failover to an overflow queue. 
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Jon Friesen

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Matthew Paine

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Is there a status on this feature request?

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