Initiating the Overflow Position

General

Calls to ACD groups can have overflow permitted or rejected. It can be programmed to occur either when the queue is full, or when there are no available ACD members, or both.

Note: To avoid a lockup of external lines when using external overflow, make sure that the overflow position does not have overflow or external follow me back to the same ACD group.

Prerequisites

An overflow category must be initiated for the ACD group.

When the overflow position is an external number (but not a network number), an abbreviated number must be initiated. The abbreviated number is used as a value for the diversion destination parameter in the command diversion -i.

See Initiating a Common Abbreviated Number.

Execution

Key the command diversion -i to initiate an overflow position for the ACD group.

Key the command diversion -p to verify the result.