User's Manual

Avaya Branch Gateway Manager 10.0 Page 316
15-601011 Issue 29r (Friday, November 02, 2012)B5800 Branch Gateway
5.8.4 Overflow
Overflow can be used to expand the list of group members who can be used to answer a call. This is done by defining an
overflow group or groups. The call is still targeted to the original group and subject to that group's settings, but is now
presented to available members in the overflow groups in addition to its own available members.
What Group Settings are Applied to Overflowing Calls?
· Overflow calls still use the settings of the original target group. The only settings of the overflow group that is used
is it's Ring Mode. For example:
· Calls that overflow use the announcement settings of the group from which they are overflowing.
· Calls that overflow use the Voicemail Answer Time of the original group from which are are overflowing.
· Calls that are overflowing are included in the overflowing group's Queue Length and Calls In Queue Threshold
. They are not included in those values for the hunt group to which they overflow.
· The queuing and overflow settings of the overflow groups are not used, ie. calls cannot cascade through a series
of multiple overflows.
When is Overflow Used?
A call will overflow in the following scenarios:
· If Queuing is off and all members of the hunt group are busy, a call presented to the group will overflow
immediately, irrespective of the Overflow Time.
· If Queuing is on and all members of the hunt group are busy, a call presented to the group will queue for up to the
Overflow Time before overflowing.
· If Queuing is on but there are no members logged in or enabled, calls can be set to overflow immediately by setting
the Overflow Immediate setting to No Active Members. Otherwise calls will queue until the Overflow Time
expires.
· If no Overflow Time is set, a call will overflow when it has rung each available hunt group member without being
answered.
· Once one call is in overflow mode, any additional calls will also overflow if the Overflow Mode is set to Group (the
default).
What Happens When a Call Overflows?
An overflow call is presented to available group members as follows:
· Once a call overflows, it is presented to the first available member of the first overflow group listed. The Ring
Mode of the overflow group is used to determine its first available member. However the No Answer Time of the
original targeted group is used to determine how long the call is presented.
· When the No Answer Time expires, the call is presented to the next available member in the overflow group. If
all available members in the overflow group have been tried, the first member in the next listed overflow group is
tried.
· When the call has been presented to all available members in the overflow groups, it is presented back to the first
available member in the original target group.
· While the call is being presented to members in an overflow group, the announcement and voicemail
settings of the original targeted group are still applied.
326 322