Contact Center Calls Not Moving to Overflow

Question

Hi, we are in the process of setting up Contact Center and have run into a problem whilst testing with which we're struggling.
We have 3 main queues which contain specific individuals, and an overflow queue which contains the whole team. If no agents are logged on/available in one of the main queues, calls are being passed to Overflow. If an agent is available in one of the main queues but then either doesn't answer a call, or actually rejects it, the call doesn't go to Overflow, and the caller is left listening to Hold music.

Could anyone suggest what might be the issue/where we should be looking (NB I have already been in contact with 8x8 support team who suggest the queue looks to be set up correctly). Thanks

Answer

Hi Alan,

From the quick test I performed, calls will remain in a Queue until answered or until the caller hangs up. If you haven't done this already, one option is to adjust the Queue Timeout settings to see if this allows calls to funnel into your Overflow.

https://docs.8x8.com/8x8WebHelp/VCC/configuration-manager-general/content/channelphonelivrscriptobjects.htm

Also don't forget to ensure your Phone Script is setup to forward to the desired Queue or Agent Group. For instance, if you have callers in a main Queue and there's no actions within the script to direct callers after a certain period of time, they won't go to the Queue you need.

Hope this helps.

Open Forum