Configure Overflows to Other Destinations

You can create overflows for unanswered calls to a hunt group, calls that have been waiting for too long in a CONTACT queue, and when there are no active agents to handle calls.

1. Select Routing > Treatments > Extended Configuration. (You can also click the Configure Extended Properties button for a hunt group or ACD queue treatment on the View Treatments screen.)

2. For the selected treatment, use the Treatment Overflows panel to configure the overflow action to be taken:

Action	Action Item
Overflow	Select another treatment to send the caller to another queue, or select a shared voicemail treatment to allow the caller to leave a message in a shared mailbox.
Run Service	Route the call to voicemail or to another service.
Call Destination	Enter a telephone number ensuring that it does not cause a loop.
Call Forwarding Group	Select a call forwarding group. (Configure a group by clicking the Add Call Forwarding Group button.)
Run Script	Select a FLOW service to be run.

3. Add further actions to the list if required. If you do, use the Timeout(s) field to specify the time that should elapse before the next action in the list is taken. (This does not apply to the 'Run Service' or 'Run Script' actions.)
4. Click Update Rules.