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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

","body@stringLength":"861","rawBody":"

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

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Call overflow handling","moderationData":{"__ref":"ModerationData:moderation_data:3220636"},"body":"

Got anything new to this topic? dmkrueger67 .

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both_alx I think the answer is to use a maximum wait time, not a number of calls. 

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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.

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StevenC365 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\"

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