User's Manual

Avaya Branch Gateway Manager 10.0 Page 318
15-601011 Issue 29r (Friday, November 02, 2012)B5800 Branch Gateway
Usability
· Mergeable: These settings are mergeable. Changes to these settings do not require a reboot of the system.
Configuration Settings
· Overflow Time: Default = Blank. Range = Off or 1 to 3600 seconds.
For a group using queuing , the Overflow Time sets how long a call queues before being presented to available
agents in the group's Overflow Group List. Note that if the call is currently ringing an agent when the timer expires,
it will complete ringing for the group's No Answer Time before overflowing.
· Overflow Mode: Default = Group.
This option allows selection of whether the overflow of queued calls is determined on an individual call by call basis or
is applied to all calls once any one call overflows.
· Group
In this mode, once one call overflows all additional queued calls also overflow.
· Call
In this mode, each individual call will follow the group's overflow settings before it overflows.
· Immediate Overflow: Default = Off. Release 6.2+.
For groups which are using queueing , this setting can be used to control whether calls should overflow immediately
when there are no available or active agents.
· Off
Do not overflow immediately. Use the Overflow Time setting as normal.
· No Active Agents
Overflow immediately if there are no available or active agents as defined above, regardless of the Overflow
Time setting.
· An active agent is an agent who is either busy on a call or in after call work. An available agent is one who is
logged in and enabled in the hunt group but is otherwise idle.
· A hunt group is automatically treated as having no available or active agents if:
· The group's extension list is empty.
· The group's extension list contains no enabled users.
· The group's extension list contains no extensions that resolve to a logged in agent (or mobile twin in the
case of a user logged out mobile twinning).
· Overflow Group List
This list is used to set the group or groups that are used for overflow. Each group is used in turn, in order from the top
of the list. The call is presented to each overflow group member once, using the Ring Mode of the overflow group. If
the call remains unanswered, the next overflow group in the list is used. If the call remains unanswered at the end of
the list of overflow groups, it is presented to available members of the original targeted group again and then to those
in its overflow list in a repeating loop. A group can be included in the overflow list more than once if required and the
same agent can be in multiple groups.
313
313