1.2 Receiving Group Features
Feature Guide 41
Conditions
• Group Call Waiting (→ 1.2.2.2 Group Call Distribution) cannot be used simultaneously with VIP Call.
Even if VIP Call mode is enabled, it will not function when group extensions have turned on Call
Waiting. Call Waiting must be turned off on all member extensions in order for VIP Call to function.
1.2.2.5 Overflow Feature
Description
When all agents in an incoming call distribution (ICD) group are handling calls, additional calls can be
directed to a queue. When the queue is unable to accommodate additional calls (→ Queuing Call Capacity
[628]), its calls can be handled by the Overflow feature. This feature can either direct calls to an overflow
destination or give callers a busy tone. Overflow destinations can be assigned for each ICD group and each
time mode.
[Example of Busy on Busy in use]
You have five staff members, of which only two should be on the phone at the same time. When two agents
are handling calls, you want callers to hear a busy tone (not a ringback tone) to let them know that your
company is open for business.
Program your PBX as follows: the answering agent number (→ Maximum Number of Agents [632]) should
be "2", and the queuing call number (→ Queuing Call Capacity [628]) should be "0". Do not assign an
overflow destination (→ Destination When All Busy [627]).
Overflow
Feature
Description Works When: Conditions
ICD Group
Overflow
Redirects calls to a different
overflow destination
depending on the reason for
the overflow. A destination can
be assigned for each time
mode.
a) There is no space in the
queue.
A destination must be
assigned. (→
Destination When All
Busy [627])
b) A Queuing Time Table is not
assigned and there are no
extensions logged-in.
c) An Overflow command is
assigned to the Queuing Time
Table.
A destination must be
assigned. (→
Destination for Overflow
Time Expiration [625])
d) The Overflow time (Overflow
time [626]) expires.
e) Manual Queue Redirection is
performed. (Pressing the
Hurry-up button.)
Busy on
Busy
Gives callers a busy tone. a) There is no space in the
queue.
An overflow destination
must not be assigned.
(→ Destination When All
Busy [627])
b) A Queuing Time Table is not
assigned and there are no
extensions logged-in.
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