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Call Centre Overflow

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telcodog

telcodog

Technical User
Jan 1, 2007
1,443
CA
Does anyone know what the purpose of the Failover Destination field is for in a Queue?

Does it mean that if all the agents are busy on other calls it will immediately go to the destination? If it does, it seems counterproductive to the purpose of a queue. If not, when does it get invoked? When there are no agents logged in? Seems there are plenty of options above that to deal with these scenarios.
 
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Set a failover destination here by choosing a valid destination from the drop-down menus. The caller would be sent to this destination if they exit the queue for reasons such as maximum wait time, queue capacity, or join empty/leave empty settings
 
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Thanks, I will give all that a try.
 
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