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Give a queue a wait budget, and somewhere for callers to go once they exceed it, instead of leaving them on hold indefinitely.

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Before you start

  • You need an existing queue.
  • Decide the fallback destination ahead of time: another queue, or an IVR menu — both need their own dial-in extension set first.

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Steps

1

Open the queue

In the left navigation, select Queues, then select the queue to edit.
2

Set the max wait

Enter Max wait (seconds) — how long a caller can wait before Get2Dial removes them from the queue. Leave it at 0 to disable overflow entirely; callers then wait until an agent answers or they hang up themselves.
3

Set the overflow target

Enter an Overflow target:
  • To send overflowing callers into another queue, enter *86 followed by that queue’s own dial-in extension (for example *868002).
  • To send them into an IVR menu, enter *87 followed by the menu’s own extension (for example *879000).
  • Leave it blank to hang up on the caller once they exceed the max wait.
4

Save the queue

Select Save.

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Verify

Call the queue and don’t let any member agent answer. Within about 15 seconds of exceeding the max wait, the call either rings the fallback destination or disconnects, depending on what you set.

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Common problems

  • Nothing happens after max wait passes. Confirm Max wait (seconds) is greater than 0 — a queue with no max wait never overflows.
  • The call disconnects instead of reaching the fallback. The overflow target’s extension doesn’t match an existing queue or IVR menu, or is missing the *86/*87 prefix. Confirm the target queue’s or menu’s own dial-in extension first.
  • Callers overflow before agents get a fair chance. Increase Max wait (seconds) to match your realistic answer times — see Service level and priority.

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Next steps

Queues

Service level and priority