sap contact center call overflow

[Former Member]

Hello All,

I want to setup a call overflow setup, but i am unable to setup, it will be very helpful if someone can guide me to setup a call overflow.

Regards,

Akshay S.

[Former Member]

Hi,

please comment what kind of overflow you would like to create? System can for example overflow if customer has been waiting for certain time or when there is no free agents to handle the contact. Also would be interesting to hear if overflow goes to other queue or external number?

Anyhow, the magic basically happens in SC - Queues - Contact Management tab

https://help.sap.com/viewer/b382b7dce2774c9aafdfda69f740b975/7.0/en-US/f81a8cc22fe14308800833b9099da...

In help document step #7 describes the options. The help page might required logon.

BR,

Jukka

[tejes]

Hello Mr.jukkasuhonen,

Basically i want to capture the calls which are arrived after when our service is closed, currently i have forwarded the calls to the queue which i have created, but i am unable to get calls there.

Please find the attached config snaps.

Request you to please suggest a better solution.

Regards,

Akshay S.

[Former Member]

Hey,

Basically your queue is now configured to overflow:
- if queue is closed
- after 30sec of queuing call is forwarded to number 1004
- also overflow is allowed even the destination queue is closed, in this case rules from destination queue is applied.
- also you have callback queue number defined, which means that pressing # while in queue should forward you to number #1031

So, now when you call in to the queue you should be forwarded to number 1004 after 30sec of queuing. In case queue is closed you should be forwarded to 1032.

The time when queues (and services) are closed is configured in SC - Queue Management - Schedules. 1st check that there is no existing schedule for your queue, if not then for testing purposes create new one where by default queue is closed and is few hours open per day. (timezone is taken from queue settings) Now you should be able test cases where the queue is open and closed.

Training material has also examples in "SAP Contact Center Introductory Training SC" under chapter Queue Management - Scheduling. You should be able to see Training documents @ help.sap.com if you login.

BR,
Jukka

[tejes]

Thanks Jukka for a suitable solution, this was very useful.