ACD Queue Question.

[Paul Santabarbara]

I have a question about calls in queue. Is there a way to program the system so that if the sales queue is full, it will go into the customer service queue? Also, if prompted to leave a voice mail message or stay on hold, the customer does not lose their place in the queue. Thanks Paul

[paolo bevilacqua]

Yes, in latest B/ACD, there is an option for alternate destination on queue a threshold overflow.

Regarding the other question, I think callers are not returned to queue at all after opting out of it.