Overflow Options

ACD offers extensive overflow options for each ACD Group. For example, a caller ringing in when all agents are unavailable can hear an initial announcement, called the 1st Announcement. This announcement can be a general greeting.
 1st Announcement: Thank you for calling. All of our agents are currently busy helping other customers. Please stay on the line and we will help you shortly.
If the caller continues to wait, you can have them hear another announcement, called the 2nd Announcement.
 2nd Announcement: Your business is important to us. Your call will be automatically answered by the first available agent. Please stay on the line.
If all the ACD Group's agents still are unavailable, the call can automatically overflow to another ACD Group, offsite via a speed dial bin, Ring Group, or the Voice Mail. If all agents in the overflow ACD Group are busy, Lookback Routing automatically ensures that the waiting call will ring into the first agent in either group that becomes free.
You can assign an ACD Group with any combination of 1st Announcement, 2nd Announcement and overflow method. You can have, for example, a Technical Service group that plays only the 2nd Announcement to callers and then immediately overflows to Voice Mail. At the same time, you can have a Customer Service group that plays both announcements and does not overflow.
The following overflow options are available:
 No Overflow (Mode 0)
A call waits in queue indefinitely for an available agent without an announcement. If no agents are logged in when the call rings the group, the caller hears ringback until they hang up or an agent logs in.
 Overflow with No Announcement (Mode 1)
If all agents are unavailable, a call to the ACD Group will overflow (i.e., reroute) to another ACD Group, offsite via a speed dial bin, Ring Group, or the Voice Mail after a programmed interval. The caller does not hear any messages as the call is rero