Avaya Cloud Office : How to assign an Overflow Queue to a Call Queue

This article provides instructions for administrators and call queue managers on how to assign call queue/s as the overflow queue.

Note: Call Queue overflow is only available on Avaya Cloud Office Premium & Ultimate plans

1. As a system Administrator, navigate to https://service.cloudoffice.avaya.com
2. Log into your account by entering your email address or user assigned phone number, followed by your password
3. In the Admin Portal, go to Phone System > Groups > Call Queues and select the call queue to be configured
4. Click Call Handling & Members
5. Click Wait Settings
6. Set Have caller wait for to Primary and Overflow Members
7. Select from the existing call queues in the list to be used as the Overflow Queue/s. A maximum of three (3) Call Queues can be selected.
8. Click Save

Note: If more than 1 Call Queue is selected, the order of overflow can be changed by dragging the call queue up or down the list.

Note: Call Queue Overflow can be disabled by setting Have caller wait for back to Primary Members

Note: Call Queue Overflow cannot be enabled if the primary Call Queue is set to Simultaneous ringing in its Call Handling settings. If Simultaneous Ringing is turned on, you will get a pop-up notification to change your call handling preference to Longest Idle or Fixed in order to enable the overflow queue.

Here is the location of the Overflow feature;

Please refer to this related article: Avaya Cloud Office : Overflow Call Queue Overview