Configuring call queue wait settings

Last Updated : Apr 03, 2025 |
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Configure call queue wait settings to set a capacity for your call queue and control how Avaya Cloud Office™ handles calls when the incoming call volume exceeds the call queue capacity. When the call queue is full, Avaya Cloud Office™ uses one of the following options to handle the incoming calls:
  • Send new callers to voicemail
  • Advise callers of heavy call volume and disconnect
  • Send new callers to Extension
  • Forward new callers to an External number
You can also set overflow groups to handle unanswered calls in your call queue.
  1. Click Phone SystemGroupsCall Queues.
  2. Click the call queue to configure.
  3. Click Call Handling & MembersWait settings.
  4. From the Number of callers allowed in queue list, select the number of callers.
    ADDITIONAL INFORMATION:
    Ensure that the number of allowed callers equals or is below the number of call queue members.
  5. From the When queue is full list, select the required option.
  6. From the Maximum caller wait time in queue list, select the maximum wait time.
  7. From the When maximum wait time is reached, send caller to list, select the required option.
  8. To direct unanswered calls to other call queues, do the following:
    1. Click Primary Members and from the list, select Primary and Overflow Members.
      ADDITIONAL INFORMATION:
      Avaya Cloud Office™ displays the Overflow Group section with a list of all the available call queues.
    2. From the list, enable the check boxes of up to three call queues.
  9. Click Save.
Related links
Call queue groups