Overflow, timeout and calls without available agents
Configure what happens when a call queue is full, a caller waits too long, or no agents are available.
Exception handling prevents callers from remaining in a queue that cannot answer them. Configure overflow, timeout and no-agent handling before enabling callback, because these settings also define how long a callback request can stay in the queue.
Choose an outcome for each exception
| Exception | When it applies | Typical outcome |
|---|---|---|
| Overflow | The number of calls in the queue reaches the configured limit. | Redirect to another queue, person, voicemail or announcement. |
| Timeout | A call has waited for the configured maximum time. | Redirect or disconnect after an informative message. |
| No agents | No agents meet the queue's availability rule. | Apply the selected exception to all calls or only new calls. |
Important values
- Microsoft allows an overflow threshold from 0 to 200 calls; the default is 50.
- The queue timeout can be configured from 0 to 45 minutes.
- For callback, the timeout must cover eligibility, remaining music on hold, the prompt and caller choice, and the wait for an agent to answer.
See Microsoft's documentation for call queue exception handling and call-flow design guidance.
Part 4 of 5 in Setup
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Continue with: Configure callback in VoiceQ365 Call Flow Designer
Also relevant: Understand callback and when it is offered · Plan callback music, timeout and overflow