Under Failover and Timeout on a call queue, three independent situations are defined. They are easy to confuse, but each means something different.
| Situation | Triggered when | Fields |
|---|---|---|
| Call overflow | The number of calls in the queue exceeds the limit | Maximum calls before overflow, plus an action |
| Call timeout | A call has waited longer than allowed | Maximum seconds before timeout, plus an action |
| Unmonitored | No agents are available | An action, plus Only apply unmonitored action to new calls |
Actions
Disconnect, Forward or Shared Voicemail. Unmonitored additionally offers No action.
If you choose Forward, you specify a Forward target type: Call Service, Phonenumber or User. With Call Service, all auto attendants and queues appear in the same dropdown, marked (Ivr) or (Queue).
If you choose Shared Voicemail, you specify the recipient group and a message as an Audio file or Text to speech.
Check unmonitored
If Unmonitored is set to No action, nothing happens when nobody is signed in — the call is dropped. It is worth checking in every environment.