Add an available call queue as an overflow call group to reduce the wait time for the callers by assigning the unanswered calls to the agents from the overflow group. When the agents from the queue are available but do not answer the call, Avaya Cloud Office™ transfers the call to the overflow call group.
Procedure
Click Phone System > Groups > Call Queues.
Click the call queue to configure.
Click Call Handling & Members > Wait settings.
From the When maximum wait time is reached, send caller to list, select the required option.
Optional To direct unanswered calls to other call queues, do the following:
Click Primary Members and from the list, select Primary and Overflow Members.
Avaya Cloud Office™ displays the Overflow Group section with a list of all the available call queues.
From the list, enable the check boxes of up to three call queues.
