Call overflow handling

[dmkrueger67]

Hello,

 We are implementing a MS 365 Phone System. Our Company has a requirement to have a human  answer the main line during business hours. If the operator is on a call I want it to transfer to a Call Queue, where we have 6 people set to answer.

I have an Auto attendant direct the call to a call queue that has the operator in and the "Call overflow handling – Maximum calls in the queue" is set to 1. So if the operator is busy it jumps to the overflow call queue. At least I interpret it to work this way. However in testing I can't get the Operator call queue to transfer to the overflow queue. When the operator is on a call, it just puts the next call to the same Operator call queue. Never going to the overflow call queue. 

Hope this is clear, any ideas would be great.

Thanks

Dean

[#2]

@dmkrueger67 Maximum of 1 would imply to me that you can have one person waiting in the queue, so you are getting what you defined, try setting it to 0.

[#3]

@Steven Collier I should have noted, I tried 0 and 1. When set at 0 it goes directly to the Overflow queue, bypassing the Operator Queue. Thanks for your reply.

From the guide:

"Maximum calls in the queue specifies the maximum number of calls that can wait in the queue at any given time. The default is 50, but it can range from 0 to 200. When this limit is reached, the call is handled as specified by the When the maximum number of calls is reached setting"