Call Control: Call Queue Function
Implement a feature within call queue settings that allows administrators to configure an overflow routing option to an external phone number after the queue has handled a defined number of calls within a given time.
Problem:
There's a need for a mechanism to proactively divert excess call volume to external support resources (e.g., third-party help desks, on-call specialists) based on the actual number of calls handled.
Proposed Solution:
1. Enhance call queue settings with a new overflow routing option: "Overflow by Call Count."
Allow administrators to specify:
a. A "call count threshold": The number of calls that must be answered by the queue within a specified time frame.
b. A "time window": The duration within which the call count threshold is measured (e.g., 1 hour, 30 minutes).
c. An "external phone number": The destination for overflow calls.When the call count threshold is reached within the defined time window, subsequent incoming calls will be automatically routed to the specified external phone number.
Provide reporting capabilities to track call volume and overflow routing events.
RYAN
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