When call queue is full, route to an extension
The customer wants the ability to route incoming queue calls directly to a specific extension (such as a backup user, another queue, or an IVR menu) when their primary Call Queue reaches its maximum capacity.
Currently, they are restricted to forcing callers into a voicemail or dropping the call entirely, which disrupts their business call flow during high-volume periods. They need a continuous routing path to ensure callers are handled by a live person or alternate menu.
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Mickey
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