sundance-communications.com/forum Forums TDM Business Telephone Systems Avaya - Lucent Telephones & Systems IP 406 Queue overflow

3.1.65 with CCC

I have a group that the call center might want to have outsourced, IF it reaches a certain threshold.

Calls come into the group, no one available, calls get queued. Say the magic number is 7.....after 7 calls queued, I want the next call(s) to overflow to an external number.

I know about the queue threshold and limit. But as I read it, as the calls hit the set threshold, they go to voicemail. This group does have voicemail, so unless I want to get rid of the voicemail, I cant use that......

Anyone else have any other ways we might acomplish this? I was thinking user variables, but I am not sure, after I assign a number to a caller, how that number gets released and available for the next queued call.

I am stumped....

Assuming you have VMPro, let the call go to voicemail when the limit is reached.

In the "leave" action for the huntgroup, setup a call flow to forward the call out the the other number.

If you want callers to be able to reach voicemail when the huntgroup is OOS etc, then setup a condition in the "leave" call flow to first check the reason the call went to voicemail and act accordingly.

FYI. After paging through the variables, I created a condition that compared "$POS". I put that condition check in the still queued flow. If the queue position was greater than 5, I had it go to a call transfer to an external number....

Works great.....

OH YEAH. The only caveat I found...If in 4.1 you use the "syncronize calls", it treats all calls in queue like they are in queue position 1. So this didn't work until I unchecked that.....