Introduction
This document gives the overview of Queue overflow options available on Cisco Unified Attendant console advanced.
Depending on the number of incoming calls and staffing levels, operator queues may receive more calls than they can handle. For this reason, you must define what to do with these calls when the following overflow conditions exist for your queues:
• Maximum number of calls waiting to be answered exceeded
• Maximum call wait time exceeded
• No operator
Users can configure separate Overflow destinations against each overflow type.
Queue feature support
- Support for 100 queues with prioritization
- Operators can see the following details in real time for each queue:
- Number of calls abandoned
- Number of operators logged in
- Number of operators available to answer calls
- Overflow options
- Queue Salutation - Deliver the most appropriate greeting to each caller by setting up a script to be read by the operator for each queue.
- Different music in different queues
Queue Configuration
1. From the admin tool select "User configuration" followed by "Queue management"
The Queue Management page is displayed.
2 Click Add New.
3 Under General, set the following:
• Name—type the name of the queue.
• Priority—type the priority of the queue when calls are being routed. This is used to manage the
order in which calls in different queues are handled. A queue with a high priority has its calls
processed before those in queues with a lower priority. This is the same for all servers.
• Salutation—optionally type a greeting to be displayed in a pop-up for the operator to use. This is the same for all servers.
• Queue device group—select the queue device group to use.
Next configure the queue for overflow
1. Select "User configuration" followed by "Queue management"
2. Click "Select" against one of the Queues created
Set the following properties based on the overflow requirement :
Full CTI Failure device - Type the name of the device to use if there is a full CTI failure. Calls get forwarded to this device when both servers are down and are unable to take any calls.
Emergency - Emergency—the destination calls must be forwarded to when the queue is in emergency mode.
Overflow - This controls the routing (overflow) of calls from a queue when certain parameters are exceeded. It contains these properties:
– Maximum calls—The maximum number of calls that can wait in the queue. Additional calls are routed to the Maximum calls destination.
Refer this link for configuration in detail - http://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/cucmac/cuaca/10_5_1/install_admin_guide/CUACA1051WAG.pdf
