Acd Queue Question

[nortel23]

I have 2 queues . I want to have queue 1 overflow to queue 2
or a multi call line. Is this done with IFDN in the queue?
If so do all agents need to be busy for this to happen?
Is there something else in the queue that need to be set for this to happen. The queue is set for ncf to voice mail.

 

[bigindian65]

I take it no Sym? Look in 23 NTP you have to set some thresh holds there, pending how you want the primary queue to act. You can have overflow DN, Interflow DN, ovth- threshold- value which calls waiting lamp winks fast flash, causing calls entering the queue to overflow.

 

[RS528]

It depents if you have a call routing application like CC6, Symposium, CCR etc. or not. If not you can play with the prompts BYTH (Busy Threshold), OVTH (Overflow Thershold) TOFT, (Time to overflow Threshold) and OVDN (Overflow Directory numbers)