Altigen ACM 6.7, Administrator'S Manual

Page: 307 / 470

Queue Management - Advanced
MAXCS ACM 6.7 Administration Manual 293
Queue Overflow
The Queue Overflow tab allows for configuration of overflow conditions and actions.
Figure 139. Workgroup Configuration, Advanced Queue Management, Queue Overflow tab
• Overflow Conditions - select from any of the following check boxes (if all are
checked, the conditions will be followed in order):
– Calls in Queue exceed - can be between 0 and 150. This is the number of calls
in queue that will cause overflow. For example, 5 calls mean that once a queue
has 5 calls in queue, the system will forward the overflow calls according to a
specified action.
– Wait time longer than - can be between 0 and 200 minutes. This is the time
that a call must have been waiting in queue for the call to be overflowed.
– Service level lower than - can be between 0 and 100%. This is the percentage
of calls in queue longer than service level threshold.
• Action - select from one of the following options:
– Overflow existing call in the queue to (first in, first out)
– Overflow new incoming calls to (last in, first out)
When either is selected, use the drop-down list to select the overflow action:
• Voice Mail
• Extension —select an extension from the drop-down list.
• Workgroup —select a workgroup from the drop-down list.
• AA —select the auto attendant to use in the drop-down list under the option.
AAs are configured in AA Configuration on the System menu.
• Operator
• Outside —type in the full prefix and phone number, preceded by the trunk or
route access code, for example, 915102529712.