Queue to Queue Overflow VS Call Forwarding

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If my business is busy I forward the phones from the business to an employee who is on calls cell phone. What is the difference between this and the new queue to queue overflow feature? And which makes more sense for what I'm using it for..
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Lee Wechsler

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Posted 2 years ago

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Danno, Champion

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The Q2Q overflow is used when you are needing to forward to another group of people.  Since you only have one person to overflow to - makes sense to keep what you got.
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Brian Sherman

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I also need Q2Q overflow, simultaneous to a group of 4, overflowing simultaneous to a similar sized group.  Does this work or not?
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Danno, Champion

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Nope - can't do simultaneous.  Have to use rotating or fixed order.
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Brian Sherman

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Okay can we make this an idea then, and start collecting votes?
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Billy O'Neal

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Fingers crossed that this gets added eventually.  I know there's technical hurdles but this is a pretty basic use case.  

For now, we have to continue using an extension and creating the groups within it.   This isn't as ideal for us because the presence inaccurately displays who is on the line.  It shows the forwarding extension rather than who actually answered the call.
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Eric L

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I just found the support article for Overflow Call Queues, and it says that Overflow can only be enabled when the primary Call Queue is set up with Rotational or Fixed Call Handling.

Why is this feature not available when using Simultaneous?
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Danno, Champion

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I saw that too.  An RC engineer will probably need to provide their reasoning for that. 
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Eric L

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And it looks like the members in the Overflow will always be called on a Rotation sequence, which cannot be changed.  I'm honestly a little disappointed that this much needed feature has these limitations.
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Claudio (Customer)

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Could you post the link to how to Overflow Queue configuration ? Thanks.
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Mike, Official Rep

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I have double checked with our Tier 3 engineers and Danno is exactly correct.  The small delays in ringing each users phone would likely cause issues such as continued ringing for some users, after the call is answered. 

simultaneous ringing uses a lot of resources and could present issues with continual ringing after answered - depending on the network router and/or ISP - usually caused by sip invite/refer problem.
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Brian Sherman

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What if the overflow queue has one user, a virtual user, and that user has several phones ringing simultaneously?
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Eric L

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You could do this, but it will cause an issue with Presence.  When a call rings to that Virtual Extension (VE), it will show that the VE has answered the call, but not which user actually accepted the call.  All you're doing is saying that calls to VE can be answered on the phones of the other users, meaning the VE will show an active call, while the user's extension still says Available.

If Presence isn't an issue for you, then this should be a feasible option.
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Ira Tau

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What would happen if you had Q1 and Q2, where Q2 was listed as the overflow on Q1, and then on the Q2 setup, you listed Q1 as ITS overflow queue? 
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Danno, Champion

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Think of the overflow group as adding members to a group.  So, if grp 1 had 5 members, and grp 2 had 5 members, adding grp 2 as overflow would give you a total of 10 to search for an available agent.  It doesn't transfer the call to the other grp, just increases number of members.  Therefore, the call processing for the call would be controlled by the grp where the call originated.
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Ira Tau

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Thanks...that is helpful. If that's how it works, it must mean it's superfluous to add Q1 as an overflow to Q2's config screen. So last question (I promise). No one is available in Q1, the call goes to overflow. No one is available in Q2. While on hold, someone in Q1 becomes available. What happens to the call? 
(Edited)
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Danno, Champion

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The all would go to the newly available agent in Q1.
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Ira Tau

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Perfect! Thank you so much for your help.
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Danno, Champion

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(Sorry for the typo) - The call would go to the newly available agent in Q1.