Instruction manual

Features
queue can provide overflow coverage for more than one Calling Group. If no
Overflow Receiver is programmed, the call continues to ring in the queue until it
is answered or the caller hangs up.
Calling Group Overflow Receiver. Before calls are directed to an Overflow
Receiver that is a Calling Group, the following conditions must be met:
■ The number of calls in the queue must be equal to or greater than the
programmed Overflow Threshold.
■ The overflow Calling Group must have an available Calling Group
member.
■ No calls can be already queued for the overflow Calling Group.
If any of these conditions is not met, the call continues to wait in the sending
Calling Group queue until the overflow conditions are met.
If all conditions are met, the calls are directed to the Overflow Receiver on a
first-in/first-out basis until the number of queued calls in the covered Calling
Group is less than the Overflow Threshold. The system searches for an
available Calling Group member according to the hunt type assigned to the
sending Calling Group. Since the calls wait in the sender’s Calling Group
queue, they are not eligible for overflow coverage or delay announcement.
When the overflow group type is set to Auto Logout and an overflow call is not
answered within 30 seconds (5 rings), the overflow Calling Group member is
logged out. The call is returned to the sender Calling Group’s queue and is
placed at the front of the queue. The caller does not hear the sender’s delay
announcement even if the call was sent to the overflow Calling Group before the
caller heard the delay announcement.
QCC Queue Overflow Receiver. When the QCC queue is assigned to provide
overflow coverage for a Calling Group, the following conditions must be met
before calls are directed to the QCC queue:
■ The number of calls in the Calling Group queue must be equal to or
greater than the programmed Overflow Threshold.
■ No QCC operators can be in Position Busy mode.
An overflow call that is sent to the QCC queue does not return to the Calling
Group even if the call is not answered. When the QCC queue is providing
overflow coverage for a Calling Group and all QCC operators are in Position
Busy, overflow calls do not receive Position Busy backup (not redirected to
another Calling Group providing Position Busy backup for the QCC queue) and
continue to wait in the original Calling Group queue.
if all QCC operators activate Position Busy while an overflow call is in the QCC
queue, the call is re-routed to the original Calling Group and not to the Calling
Group providing Position Busy backup.
Group Calling
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