12-17-2013 12:33 PM - edited 03-16-2019 08:55 PM
Hi all,
I have an issue and i hope you guys can explain the operation.
When a queue is created and assigned to the operator aa console. when that operator logs out will the overflow kick in immediately and transfer calls to the other queue which is my overflow number?
This is not working for me. When the operator is logged off and a call is made to the queue number it still rings. How can i make this forward to the other operator?
12-18-2013 03:48 AM
The configuration is divided into four sections,
1.
General:
This section allows you to configure the gene
ral attributes of a queue. The following fields
can be edited in this section,
–
Name:
This field specifies the name of the queue.
–
DDI:
This is the number that is di
alled internally to reach the re
spective queue session. External
calls must be routed to this DN to reach the queue.
–
Priority:
You can assign a priority number to a queue that determines which queue must be
given priority when calls are being routed.
–
Salutation
: A specific salutation or greeting can be entered here.
2.
Emergency :
The
Emergency number
field allows you to specify a nu
mber in case the calls need to
be forwarded to another number in the event of sudden need.
3.
Overflow:
In case the number of calls waiting exceeds
the number of calls that are allowed to wait
in a queue, an overflow
occurs. This section allows you to manage such overflow by configuring the
following fields,
–
Overflow number:
In case of an overflow the exceeding nu
mber of calls will be transferred to
the number specified in this field.
–
Maximum calls:
This field allows you to set the total
number of calls that can wait in a Queue
at any given time.
–
No operator overflow:
If there is no operator logged in to this selected queue, an incoming call
will be immediately routed to the
Overflow number
if this checkbox is selected.
4.
Night Service:
This section allows you to specify a
Night service number.
The calls made outside
of the days and time specified for working day, are routed to this number.
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