Specifications

Queue Management
16-36 AltiContact Manager Administration Manual
• Transfer to VM
• Play prompts
• No Action
• Disconnect
4. Click OK or Apply.
Queue Overflow
The Queue Overflow tab allows for configuration of overflow conditions
and actions.
Figure 17. Queue Overflow tab of Advanced Queue Management, Workgroup
Configuration
• Overflow Conditions - select from any of the following check boxes
(if all are enabled, 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.