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 3 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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Lee Wechsler

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So in the future if I will want to hire more than one person to be on call, that is when I would implement the Q2Q? And thanks for your response
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Danno, Champion

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Exactly.  Just watch how you set up the 2nd Q.
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Lee Wechsler

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Thanks and what do you mean by that? Is there something I should make sure I do not do when setting up the 2nd Q?
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Danno, Champion

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A lot will depend on how you want the calls to be handled in the 2nd Q.  Simultaneous ring for example is cautionary.
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Eric L

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Why would simultaneous ring in the 2nd Queue be cautionary? We're thinking of using the overflow, and the plan is for the 2nd Q to ring the users simultaneously.
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Billy O'Neal

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I just discovered this feature and in my quick testing of it, I could not get the overflow queue members to ring simultaneous.  Is there a way to do this?
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Danno, Champion

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Eric, 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.  That's just opinion and experience.....
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Eric L

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We only intend to have approximately three people in the overflow, and they hardly ever answer the phone anyways.  Over the past 60 days, those three people have answered a collective 84 calls out of the total 1801 answered call queue call.

Part of the problem is that they just figure somebody else will answer it, so the phone will ring for a longer period of time before being answered.  We aim to solve this by setting up simultaneous ring for the overflow, and that way they'll know that they need to answer their phone when it rings; it would either ring for an internal/direct call, or because the rest of us weren't available for a call queue call.

Do you think that we could still make it work considering that they hardly answer queue calls anyways?
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Danno, Champion

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That should be fine.  Just wanted to make sure I shared all information for consideration. 
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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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You'd be forced to answer the call or the caller would hang up.
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Ira Tau

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2 questions. Would the call bounce back to Q1 after the timeout for max time to wait for an agent in Q2 was reached? And would the call go to voicemail after the total time limit to be on hold was reached?
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Danno, Champion

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Gonna have to test it and see.  Stay tuned....
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Danno, Champion

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Looks like the latter:  "When all members of primary and overflow queue are unavailable, the call will be handled as per policy in call handling of the primary queue. The members in overflow queue will always be called on Rotation sequence."
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Ira Tau

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Thanks for the response, but the 2 questions I asked were not either/or...they were separate questions. Assume a call hits Q1 and then goes to overflow, but no one in overflow is available. Would the call keep bouncing back and forth until someone in either queue becomes available? And secondly, if the call keeps bouncing back and forth, and the hold time limit is reached, will the call go to the VM for Q1?
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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.