Please allow calls to go to overflow on a timer

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  • Idea
  • Updated 2 months ago
  • Not Planned
We really need to have an option for calls to go to Overflow queues after a set amount of time.  Currently it's based off of availability  of agents.  So if someone leaves and forgets to take themselves off Available a call will never overflow.  Instead they get dropped into someone's VM.  The options highlighted below should also have an option to "Send to overflow group".   Sending someone into a voicemail or even worse disconnecting them is bad customer service.  


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Brandon Hill

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  • Frustrated

Posted 2 years ago

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Stephen Shaffer

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If memory serves me correctly, this option is available for Premium and Ultimate tiers of service.
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Brandon Hill

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Is there a way of finding that out?  Account manager I assume? 
(Edited)
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Stephen Shaffer

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Call RC support.
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Brandon Hill

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Confirmed with support that this feature isn't available in any tier.  We are currently on Premium as well.  I'll take all the up vote's I can get though :D 
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Stephen Shaffer

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Please refer to Knowledge article # 9600.
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Stephen Shaffer

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Please email me, and I will send you the info.  
telesolutions@kc.rr.com
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Elliott Moore

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This NEEDS to be a feature, just because my agents aren't currently in a call, it doesnt mean they can take calls...
Before anyone says use the DND feature, turning this on doesn't change the agent's status to busy in regards to the overflow
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Tim C

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Has anyone figured out a way to address this issue?  We don't want the call to go to Overflow until it's reached the maximum hold time or some other time setting.  Sending the caller immediately to overflow is not practical for our business needs.
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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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Saadet - Community Moderator, Official Rep

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Hey Matthew, this feature is not on the roadmap at this time
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Mundy

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This reply was created from a merged topic originally titled Ability to send new caller to Unconditional call forwarding if wait time exceeds ....

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.