Currently in RingCX, if all agents logged into a queue are busy or unavailable, or if a caller has been on hold for an extended period of time, the system routes callers directly to voicemail (or continues holding until timeout). There is no built-in option to reroute callers to a backup RingEX ring group before voicemail is triggered.

Current Behavior

Callers enter a RingCX voice queue.

If all agents are busy, callers wait in queue until:

An agent becomes available, or

A voicemail/timeout rule takes effect.

There is no ability to configure a conditional overflow to a RingEX ring group.

Result: Callers either abandon or are sent to voicemail without escalation to a live resource outside the queue.

Desired Behavior

Add a Queue Event Routing option that allows administrators to configure an overflow condition to a RingEX ring group.

Trigger conditions could include:

All agents in the queue are busy.

Caller has been on hold beyond a configurable threshold (e.g., 2 minutes).

Call should route to the designated RingEX backup ring group before voicemail.

If no one answers in the ring group, the existing voicemail rule should then apply.