Click each step to see the action. You can also click the image or use the arrow keys to continue to the next step

  • This Overflow page allows you to configure a queueʼs routing policy when a large number of calls are received or when calls have been on hold for longer than the configured threshold.
  • 1. After selecting a group, click Call Management.
  • 2. Click Business Lines.
  • 3. Click Call Manager queue.
  • 4. Click on the queue you would like to modify.
  • 5. Click Call Control.
  • 6. Click Overflow.
  • 7. Select the routing action from the choices available.
    • Perform busy treatment — A busy signal will be heard by callers.
    • Transfer to phone number — Transfer the call to the number specified in the provided field.
    • Play ringing until caller hangs up — Allow the number to continue ringing until the caller hangs up.
  • 8. Check Enable overflow after calls wait [x] seconds if you want to enable overflow for calls that have been on hold for longer than the time specified in the designated field.
  • 9. Check Play announcement before overflow processing if you want callers to hear an announcement prior to being routed.
  • 10. Select the audio announcement option from the choices available.
    • Default — Use the system default entrance message.
    • Custom — Use a personalized message of your choosing.
  • 11. If you select Custom, click Choose File and browse to the .wav file with your pre-recorded entrance message. You can also use the Voice Portal to record your message.
  • 12. To save your changes, click Save and you will be returned to the previous page. To exit without saving, click Cancel.