Configure Overflow for Queued Contacts

To guard against excessively long caller wait times, you can overflow queued contacts in the following ways:

• By adding another hunting rule to the queue and pointing that to an overflow agent group
• By setting an extended configuration (to any destination) on the queue's ACD treatment.

Adding Another Hunting Rule

ACD queue Primary hunting rule Main agent group Secondary hunting rule Overflow agent group

1. Select storm Contact > Queues > Add Matching Rule (or select the Add Matching Rule button on the Edit Queue screen).
2. On the Add Matching Rule screen, ensure that the queue that you want to overflow is selected.
3. Provide a meaningful name for the matching rule and then click Add Rule.
4. Select the agent group(s) that the queue should overflow contacts to.

5. In the Waiting Criteria panel, select a suitable waiting option.

Option	The hunting rule will run when
Expected wait time	The contact is expected to be waiting in the queue for more than this number of seconds. The expected wait time is calculated at run-time based on the amount of time taken to handle previous calls and the number of calls currently queued.
Current wait time	The contact has waiting in the queue for this number of seconds.
Queue length	The number of contacts in the queue exceeds this value.
Time since agent available (seconds)	This number of seconds has elapsed since an agent became available. Where an agent is servicing several queues, this field can be used to set one queue with a lower priority than the others (since matching rules attempt to find the agent who will answer the call soonest). The field is commonly used on a hunting rule on an OUTBOUND queue to delay calls from an OUTBOUND campaign being routed to an agent, giving them time to answer contacts on inbound queues.

6. Click Update Rule.

Note: you can add as many hunting rules as required. A rule runs only when the one before is not able to route a contact to an agent. You can change the running order of multiple rules on the Edit Queue screen.

Setting an Extended Configuration on the ACD Treatment

ACD treatment ACD queue Agent group Overflow to extended configuration

To overflow immediately when no agent is available to take calls:

1. Select Routing > Treatments > View Treatment.
2. Click the Edit button for the desired treatment.

3. On the Edit Treatment screen, select the Overflow on No Active Agents check box.
4. Create the overflow rule. See Configure Overflows to Other Destinations.

To overflow when no agent answers within the timeout configured in the ACD treatment.

1. Select Routing > Treatments > View Treatment.
2. Click the Edit button for the desired treatment.
3. On the Edit Treatment screen, select the Treatment Timeout check box and enter the desired value.
4. Create the overflow rule. See Configure Overflows to Other Destinations.