Call overflow handling

%3CLINGO-SUB%20id%3D%22lingo-sub-1797005%22%20slang%3D%22en-US%22%3ECall%20overflow%20handling%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-1797005%22%20slang%3D%22en-US%22%3E%3CP%3EHello%2C%3C%2FP%3E%3CP%3E%26nbsp%3BWe%20are%20implementing%20a%20MS%20365%20Phone%20System.%20Our%20Company%20has%20a%20requirement%20to%20have%20a%20human%26nbsp%3B%20answer%20the%20main%20line%20during%20business%20hours.%20If%20the%20operator%20is%20on%20a%20call%20I%20want%20it%20to%20transfer%20to%20a%20Call%20Queue%2C%20where%20we%20have%206%20people%20set%20to%20answer.%3C%2FP%3E%3CP%3E%3CBR%20%2F%3EI%20have%20an%20Auto%20attendant%20direct%20the%20call%20to%20a%20call%20queue%20that%20has%20the%20operator%20in%20and%20the%20%22Call%20overflow%20handling%20%E2%80%93%20Maximum%20calls%20in%20the%20queue%22%20is%20set%20to%201.%20So%20if%20the%20operator%20is%20busy%20it%20jumps%20to%20the%20overflow%20call%20queue.%20At%20least%20I%20interpret%20it%20to%20work%20this%20way.%20However%20in%20testing%20I%20can't%20get%20the%20Operator%20call%20queue%20to%20transfer%20to%20the%20overflow%20queue.%20When%20the%20operator%20is%20on%20a%20call%2C%20it%20just%20puts%20the%20next%20call%20to%20the%20same%20Operator%20call%20queue.%20Never%20going%20to%20the%20overflow%20call%20queue.%26nbsp%3B%3C%2FP%3E%3CP%3E%3CBR%20%2F%3EHope%20this%20is%20clear%2C%20any%20ideas%20would%20be%20great.%3C%2FP%3E%3CP%3E%3CBR%20%2F%3EThanks%3C%2FP%3E%3CP%3EDean%3C%2FP%3E%3C%2FLINGO-BODY%3E%3CLINGO-LABS%20id%3D%22lingo-labs-1797005%22%20slang%3D%22en-US%22%3E%3CLINGO-LABEL%3EBest%20Practices%3C%2FLINGO-LABEL%3E%3CLINGO-LABEL%3EMicrosoft%20Teams%3C%2FLINGO-LABEL%3E%3C%2FLINGO-LABS%3E%3CLINGO-SUB%20id%3D%22lingo-sub-1797148%22%20slang%3D%22en-US%22%3ERe%3A%20Call%20overflow%20handling%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-1797148%22%20slang%3D%22en-US%22%3E%3CP%3E%3CA%20href%3D%22https%3A%2F%2Ftechcommunity.microsoft.com%2Ft5%2Fuser%2Fviewprofilepage%2Fuser-id%2F838202%22%20target%3D%22_blank%22%3E%40dmkrueger67%3C%2FA%3E%26nbsp%3BMaximum%20of%201%20would%20imply%20to%20me%20that%20you%20can%20have%20one%20person%20waiting%20in%20the%20queue%2C%20so%20you%20are%20getting%20what%20you%20defined%2C%20try%20setting%20it%20to%200.%3C%2FP%3E%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-1799312%22%20slang%3D%22en-US%22%3ERe%3A%20Call%20overflow%20handling%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-1799312%22%20slang%3D%22en-US%22%3E%3CP%3E%3CA%20href%3D%22https%3A%2F%2Ftechcommunity.microsoft.com%2Ft5%2Fuser%2Fviewprofilepage%2Fuser-id%2F178440%22%20target%3D%22_blank%22%3E%40Steven%20Collier%3C%2FA%3E%26nbsp%3BI%20should%20have%20noted%2C%20I%20tried%200%20and%201.%20When%20set%20at%200%20it%20goes%20directly%20to%20the%20Overflow%20queue%2C%20bypassing%20the%20Operator%20Queue.%20Thanks%20for%20your%20reply.%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3EFrom%20the%20guide%3A%3C%2FP%3E%3CP%3E%22Maximum%20calls%20in%20the%20queue%20specifies%20the%20maximum%20number%20of%20calls%20that%20can%20wait%20in%20the%20queue%20at%20any%20given%20time.%20The%20default%20is%2050%2C%20but%20it%20can%20range%20from%200%20to%20200.%20When%20this%20limit%20is%20reached%2C%20the%20call%20is%20handled%20as%20specified%20by%20the%20When%20the%20maximum%20number%20of%20calls%20is%20reached%20setting%22%3C%2FP%3E%3C%2FLINGO-BODY%3E
Highlighted
New Contributor

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 Replies
Highlighted

@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.

Highlighted

@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"