> ## Documentation Index
> Fetch the complete documentation index at: https://docs.get2dial.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Configure queue overflow and fallback

> Route callers who wait too long in a queue to another queue, an IVR menu, or a hangup, instead of leaving them parked indefinitely.

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

## Before you start

* You need an existing [queue](/inbound/queues/create-a-queue).
* Decide the fallback destination ahead of time: another queue, or an [IVR
  menu](/inbound/ivr/build-a-menu) — both need their own dial-in extension set first.

## Steps

<Steps>
  <Step title="Open the queue">
    In the left navigation, select **Queues**, then select the queue to edit.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="Save the queue">
    Select **Save**.
  </Step>
</Steps>

## Verify

<Check>
  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.
</Check>

## 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](/inbound/service-level-and-priority).

## Next steps

<CardGroup cols={2}>
  <Card title="Queues" href="/inbound/queues/overview" />

  <Card title="Service level and priority" href="/inbound/service-level-and-priority" />
</CardGroup>