Why Use an Overflow Queue?

If you frequently have high call volume in your queues, it may be beneficial to set up an Overflow queue for callers that have been waiting too long in a queue. An Overflow queue is a separate call queue that is dedicated to handling excess calls from other call queues. Whenever a caller times out in a queue, the caller can then be forwarded to an overflow queue where more agents help handle calls. 

An overflow queue can be a handy asset for ensuring your callers' calls are handled in a timely manner. If your organization relies heavily on call reporting and statistics, implementing an overflow queue can also help with visualizing how calls are being handled.

Create an Overflow Queue

An overflow queue can easily be created and configured on the Call Queues page of the Stratus web portal. To create an overflow queue…

1. Navigate to the Call Queues page.
   
2. Click the Add Call Queue button.
   
3. In the Add a Call Queue modal, complete the following fields in the Basic tab: 
   
   

   Quick Tip: Hover your mouse over the Information icon to view more information about any terms shown.
   

    
   
   
   • Name - Type a unique name that describes the call queue.
     
   • Extension - Type an extension number that is not currently in use.
     
     

     Quick Tip: Call Queues are usually given an extension number in the 8000s range. 

      
   • Department/Site - If needed, sort this queue into a Department and Site.
     
   • Type - Select how the call queue should distribute calls.
     
     

     ✔ Overflow queues are commonly set as Round-Robin, Ring All, or Linear Hunt queues. 

      
   • Phone Number - If you have any phone numbers marked as Available on your Inventory page, you can select one as a direct inward dialing number for this call queue. 
   • Record Calls - If you would like calls from this queue to be recorded, select Yes. 
   • Statistics - If you would like the statistics for calls handled by agents in this queue to be recorded and displayed on the Call Center page for call center reporting purposes.
   • Message to Agent - After adding the queue, you can set a custom message that will be played for agents that answers a call from this queue. 
4. Complete the following options in the Pre-Queue Options tab.
   
   • Require agents - If you would like the queue to require for there to be at least one agent present in the queue for calls to be able to wait in the queue, select Yes.
   • Queue Audio - Select whether or not the queue should play ringing (Ringback) or play your music and messages from the Music on Hold page.
     
   • Require intro MOH - If you have songs or messages, such as a recording warning or a comfort message, that are supposed to play to callers while they wait in the queue, select Yes.
   • Max Expected Wait - If needed, select how long (in seconds) that the queue's wait time can reach before the queue makes itself unavailable to new callers. Once the queue's wait time is shorter than the max expected wait, new callers can join the queue again.
   • Max Queue Length - If needed, select how many callers can wait in the queue at once before the queue makes itself unavailable to new callers. Once the number of callers in the queue is less than the max queue length, new callers can join the queue again.
   • Allow Callback option - If you would like to allow the queue to give callers the option to stay in the queue, set up a callback call, or leave a voicemail, select Yes. 
     

     Note: To learn more about setting your queue up to use callbacks, check out this guide. 

      
   • Forward if unavailable - If you have set a Max Expected Wait or a Max Queue Length, type in a name, extension number, or phone number to have calls forwarded to when these limits are met. 
5. Click Next to proceed to the In-Queue Options.
6. In the In-Queue Options tab, complete the following options:
   
   • Queue Ring Timeout - Select the total amount of time that the queue should ring all agents before forwarding the call according to the If unanswered option.
     
   • Agent Ring Timeout - If you are creating a Linear Hunt queue, select how long each agent should ring. 
     This option will only show for Linear Hunt, Linear Cascade, and Tiered Round Robin queues. 
     

     NOTE: This value should mathematically make sense with the Queue Ring Timeout.

     For example, if my linear hunt queue should ring 5 agents for 20 seconds each, the Queue Ring Timeout should be set to 100 seconds to account for all 5 agents (e.g., 5 agents * 20 seconds = 100 seconds).

     Not making sure these options make sense together can result in agents not receiving calls as intended. 
     For the above example, if I set the queue ring timeout to 80 seconds instead of 100 seconds, the fifth agent would not receive a call. 

      
   • Logout agent on missed call - If needed, select whether or not the call queue should log out agents when they miss a call.
   • Enable voicemail - If you would like to utilize the call queue's own voicemailbox, select Yes. 
   • If unanswered - Select where callers should be directed if an agent is unavailable to take their call. 
     
     • Stay in queue - If you want callers to stay in the queue until their call is answered, then select this option. 
       
       

       Quick Tip: Stay in queue should be selected if you plan on using callbacks.

        
     • Forward to destination - If you would like to send callers to another call queue, an auto attendant, a user, or a voicemailbox, then select this option. 
       In the Forward Destination box, type and select the extension number or name of the destination.
       
     • Send to voicemail - Select this if you would like to send callers to the call queue's voicemail. 
       
       If Enable voicemail is set to No, the Send to voicemail option will not be available.
       
       

       Note: If you are wanting to send callers to a general voicemailbox or the voicemailbox of a user, then you would use the Forward to destination option like so:

       

        
7. Click the Next button and the Add button to apply these details.

Assign Agents to the Overflow Queue

Now that an overflow queue has been created, agents will need to be added to the queue so that any future calls that are waiting can be answered.

To add agents into the overflow queue…

1. On the Call Queues page, click the Edit Agents icon next to the overflow queue.
2. On the Edit Agents menu, click the Add Agent button.
   
3. Fill in the following information:
   
   • Add Agent(s) by - Use the drop-down to select if you would like to add the agent by User or by Phone.
     • User - Select User if you would like the queue to reference the users' Answering Rules before dispatching calls.
       

       ✔ This can be helpful if your agents have specific schedules set up in their answering rules. 

        
     • Phone - Select Phone if you would like to have calls sent to straight to their phones. 
       

       ✔ Select this option if you would like to add a remote agent's telephone number.

        
   • Agent Extension/Agent Phone - Depending on what you selected for the Add Agent(s) by option, use either of these boxes to specify who is being added as an agent:
     • Agent Extension - Type and select a user's name or extension number.
     • Agent Phone - Type and select a user's name, extension number, or telephone number (for remote agents).
   • Status - Select if this agent should be Offline or Online in the queue once they are added.
   • Wrap up time (sec) - If needed, select how long the queue will wait (in seconds) after a call before dispatching another call to this user. 
     

     ✔ Adding wrap up time can be great for agents that take notes for calls.

      
   • Max Simultaneous Calls - Select how many calls an agent can handle at once.
   • Queue Priority for agent - If needed, give each agent a priority.
   • Request Confirmation - If needed, select this option if you would like agents to receive a confirmation message before accepting a call in this queue.
   • Auto Answer - If needed, select this option if you would like calls automatically answered after one ring.
4. Click the Save Agent button.
   

Route a Queue's Calls to the Overflow Queue

Now that the new overflow queue has agents added so that calls can be answered, the overflow queue needs to be added into your organization's inbound call routing. The most common way overflow queues are implemented is as an exit option for other queues. 

To use the overflow queue as a destination for calls from other call queues…

1. Click the Edit Queue icon next to the that need excess calls forwarded to the overflow queue.
2. If the call queue uses a Max Expected Wait or a Max Queue Length, visit the Pre Queue Options tab.
   
3. On the Pre Queue Options tab, consider adjusting the following options:
   
   • Max Expected Wait - If needed, update how long (in seconds) that the queue's wait time can reach before the queue makes itself unavailable to new callers. 
     Once the queue's wait time is shorter than the max expected wait, new callers can join the queue again.
     
   • Max Queue Length - If needed, update how many callers can wait in the queue at once before the queue makes itself unavailable to new callers. 
     Once the number of callers in the queue is less than the max queue length, new callers can join the queue again.
     
   • Forward if unavailable - If there is a Max Expected Wait and/or Max Queue Length set, type in the name or extension number of the overflow queue to use as an exit option for callers that are not able to enter the queue. 
     
4. Visit the In Queue Options tab.
   
5. On the In Queue Options tab, fill in the following options:
   
   • Queue Ring Timeout - Select the total amount of time that the queue should ring all agents before forwarding the call according to the If unanswered option.
     
   • Agent Ring Timeout - If you are adjusting a Linear Hunt, Linear Cascade, or Tiered Round Robin queue, select how long each agent should ring. 
     

     NOTE: This value should mathematically make sense with the Queue Ring Timeout.

     For example, if my linear hunt queue should ring 5 agents for 20 seconds each, the Queue Ring Timeout should be set to 100 seconds to account for all 5 agents (e.g., 5 agents * 20 seconds = 100 seconds).

     Not making sure these options make sense together can result in agents not receiving calls as intended. 
     For the above example, if I set the queue ring timeout to 80 seconds instead of 100 seconds, the fifth agent would not receive a call. 

      
   • If unanswered - Select Forward to destination.
     
      In the Forward Destination box that appears, type and select the on number or name of the overflow queue.
     
6. Once the changes are made, click the Save button.