[cisco-voip] Overflow queue hunt group

[Michael Muscat]

Hello,

 

I have a call center of approximately 10 people using the Cisco Desktop
Agent and when calls come in they go into a queue 3000 - 3015.  I am
finding that we are occasionally getting hit with calls and the wait
time is getting over 2 minutes at times, but management does not want to
hire more call center reps so they asked me to see what I can do about
the phone system.  I was wondering if there was a way to setup an
overflow queue that calls over 2 minutes would go to so that other users
could answer those calls.  If it isn't than is there a way to setup an
overflow queue to turn on if the queue reaches 20 concurrent calls?  I
am fairly new to the Cisco phone systems.  The software that I am using
is below:

 

CM 4.1.3sr5d

Unity 4.0(2)

CRS 4.0(4)

 

THANKS!!!

 

Mike

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