iPECS-CM
ACD & CTI Feature Description and Operation
Issue 3.5
9
2.7
Overflow Service
Description
Calls terminated to an ACD group in Overflow mode are given one of the following services:
Release
Overflow announcement
Forwarding to another number
The Overflow mode is applied when the number of calls in queue exceeds the Overflow Call
Count (up to 500) for the ACD Group. The Overflow Call Count can be changed through WMS
as well as a Supervisor terminal (refer to Section 4.4).
Operation
Conditions
Related WMS Menu
Data Management
> ACD/CTI Information > ACD Group Attribute > “Service State”
> ACD/CTI Information > ACD Group Attribute > “Overflow Call Count”
> ACD/CTI Information > ACD Group Tone> “Overflow Announcement”
> ACD/CTI Information > ACD Group Service State > “Overflow”
Related Features
Hardware
2.8
Time Out Rerouting
Description
If a call cannot be delivered to an agent and the last announcement step in the queue completes,
the call can be rerouted to another destination (ACD Group, Extension or Trunk). This feature
provides a timed Overflow, when a call has been in queue for the defined time-out.
Operation
Conditions
