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Interaction Administrator Help
Overflow Options
Use this page to set the overflow options for Interaction Director.
Note: The Director tab and the associated overflow, skills, and error handling options in Workgroup Configuration appear only if Interaction Director is installed and a valid license exists.
Overflow
When the Overflow button is clicked, a summary of workgroup overflow options appears, listing conditions that will be evaluated when an interaction enters the system via this Queue. These post-call routing rules (conditions) are evaluated in top-down order. A transfer is invoked for the first condition that fails. Overflow rules can be edited or reordered (prioritized) from the summary page.
Note: Overflow conditions specify when an interaction should not be queued, for example, when too many interactions are waiting, when wait time is too high, when an interaction can be serviced immediately, and when there is no viable destination within an enterprise group.
These conditions within the Director system result in some action other than queuing the interaction. The conditions on this tab are evaluated for a newly arrived interaction before it is accepted (i.e. enqueued) by Director. There are five separate conditions: Calls Waiting, Average Wait Time, Longest Wait Time, Immediate Assignment, and No Viable Destination. The first three conditions can be evaluated at any rollup level (Queue, Enterprise Group, Server, System) yielding a great deal of flexibility. For each condition a transfer target can be specified. It indicates where the interaction should go when that condition is triggered. The conditions can be ordered.
Condition
This column lists conditions that will be evaluated when an interaction enters the system via this Queue.
Summary
Displays a logical summary of the configured condition, or "Not Used" if the condition is not enabled.
Edit
This button opens the condition for editing using a dialog box specific to the type of condition:
Overview on Number of Calls Waiting
This dialog sets an overflow condition based on number of calls waiting. When this condition is enabled, you can transfer the call to a specific queue or extension when the number of calls waiting in the Queue, Enterprise Group, Server, or system exceeds a configurable limit.
Overview on Average Wait Time
This dialog sets an overflow condition based on average wait time. When this condition is enabled, you can transfer the call to a specific queue or extension when the average wait time for the Queue, Enterprise Group, Server, or system exceeds a configurable number of seconds.
Overview on Longest Wait Time
This dialog sets an overflow condition based on longest wait time. When this condition is enabled, you can transfer the call to a specific queue or extension when the longest wait time for the Queue, Enterprise Group, Server, or system exceeds a configurable number of seconds.
Overview on no Immediate Assignment Possible
This dialog sets overflow processing that occurs if Director cannot assign the call immediately to a monitored server. When this condition is enabled, you can transfer the call to a specific queue or extension.
Overview on no Viable Destination
This dialog sets overflow processing that occurs if there are no viable destinations within an Enterprise Group. "No Viable Destinations" is different from "No Immediate Assignment Possible" in that the latter implies that while there are candidate destinations, all agents might be busy or do not meet the criteria, while the former says there are no candidate destinations at all. This could happen for a variety of reasons, but an example would be that perhaps the Enterprise Group has no members configured, or more likely, all of the member queues are down due to connection loss. In this case, you would not want to make the interaction wait whereas if it is simply a matter of no agents being available you would. When this condition is enabled, you can transfer the call to a specific queue or extension.
Up/Down
Changes the evaluation order of conditions. Topmost conditions are evaluated first.
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