Set Up Overflow Call Queues On BT Cloud Work

The Overflow Call queue feature is available for BT Cloud Work Connect and Collaborate users. It enables Call queue managers and Administrators to re-use existing Call queue groups to extend a Call queue while preserving the settings  of the primary Call queue group. Settings preserved include: 

• Call Handling Times
• Greetings
• Voicemail
• After hours setting

Calls to a Call queue with Overflow are handled as an extended single Call queue. All calls are offered to any available agent in the primary Call queue. When all members of the primary queue are in an active call, incoming calls to the primary queue will spill-over to the overflow queue. The members in the overflow queue will always be called on a Rotation sequence.

NOTE: When all members of the primary and overflow queues are unavailable, the call will be handled according to the Call Handling rules of the primary queue.

1. Log in to your BT Cloud Work portal as an Administrator. Click How to log in to the BT Cloud Work for more information
2. Go to Phone system > Groups > Call queues

3. Click the Call queue group that you want to set up, and then click Call Handling & Members > Wait settings

4. Scroll down to Have caller wait for, click the drop down arrow and select Primary and Overflow Members

5. Tick the checkbox to select your Overflow Queue/s from the list, then click Save. Members of the selected Call queue/s will receive overflow calls coming from the primary Call queue. A maximum of three (3) queues can be selected

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NOTE: Click and hold the button beside the check box to drag and change the order.

IMPORTANT: The Primary Call queue trying to enable queue overflow should not have Simultaneous Ringing selected in its Configure Call Queue Call Handling Rules | BT Cloud Phone. If Simultaneous Ringing is turned on, you will get a pop-up notification to change your call handling preference to Rotation or Fixed in order to enable the overflow queue.