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Prompt-Based Overflow
System managers can activate the Prompt-Based Overflow option. (The factory setting is off.) This option allows callers waiting in queue and listening to a delay announcement to press the # key in order to reach the overflow receiver for the group, which may be the QCC queue or a calling group (including a calling group assigned as a voice mail system).
All three overflow distribution options�based on the number of calls, the time a caller has waited, and the caller�s prompt�can be used at one time. In this case, time-based and number-of-calls- based options take precedence over overflow distribution based on the caller�s prompt. Calls that exceed these thresholds are handled first.
A caller can be in any queue position when he or she dials # for prompted overflow treatment.
As noted in earlier topics, when prompt-based overflow distribution is used, an extra TTR must be provided. The delay announcement informs the caller of the # key option to leave a message rather than waiting for an agent. If no TTR is available when a Calling Group call arrives, the call is not sent to a delay announcement extension until a TTR becomes available. For details about planning TTRs, see Touch Tone or Rotary Signaling and the section in Voice Messaging Systems.
If, through system programming, the prompt-based option is disabled while callers are waiting in queue, calls are still eligible for the time-based and/or number-based options, as long as the system manager has activated these options.
