Configuring CyCX - Configuring a Queue - The Overflows Tab

In this tab we configure how the queued calls will overflow under certain conditions i.e. when the queue is disabled, or no agents are available. The queue can overflow to another queue, a number, a registered device in CyDesk, the CyLive service, the Caller Lookup service, or simply Hangup the call. When overflow is disabled, the calls in the queue will stay in the queue until it is answered or abandoned.

Queue Disabled (Outside of Hours) – When the call arrives outside the schedule specified in the Schedule tab.
Holiday Mode (Outside of Hours) – On a holiday, when the call arrives outside the schedule specified in the Schedule tab.
No Agents Logged in – When no agents are logged into CyDesk. Agents on break are also considered logged out.
Max Time in Queue – Sets the time in seconds for how long the call remains in the queue, and where to route once the time exceeds.
Max Calls in Queue – The maximum number of calls allowed in the queue before subsequent calls are overflowed.
Agent Call Ratio – If the ratio of logged in agents to calls is too high, the calls will be overflowed. With the value of 4, for every 1 agent logged in to the queue, the system will allow 4 calls to wait in the queue and the subsequent calls are overflowed.
Emergency Mode Transfer to Queue – When the system is put into emergency mode.
Zone –Provides ability to align the Queue to a Zone. Queue behaviour can be automatically adjusted according to Holidays for the Zone in which a queue is based. Zones are primarily for centralized organizations that answer calls from multiple locations and have to apply the local working days according to the origin of the call. In such case, public Holidays can occur in each of those locations that do not occur at the same time in the other locations. See here for more information on Zones