[Example of a)]There are five assistants in a shop. When the answering agent number is "2", and the queuing call numberis "0":If two of the assistants are talking on the phone, the next caller will hear a busy tone to prevent the callerfrom thinking that there is no one in the shop or that the shop is closed.Conditions[Intercept Routing—Overflow in an Incoming Call Distribution Group]• If the Overflow time expires, and the overflow destination is unavailable:a. If the trunk call arrives through the LCOT/CLCOT or T1 (LCOT/GCOT) card:(1) If the call was once in a queue and an outgoing message (OGM) was sent to it, or the call reachedan incoming call distribution group by using the DISA feature (® 1.17.6 Direct Inward System Access(DISA)): The line is disconnected.(2) In all other cases: Redirection is ignored and the Overflow timer activates again.b. If the call arrives through another card: Redirection is ignored and the Overflow timer activates again.[Busy on Busy]• If a trunk call arrives through the LCOT/CLCOT or T1 (LCOT/GCOT) card, a busy tone will not be sent tothe caller.PT Programming Manual References[625] Destination for Overflow Time Expiration[626] Overflow Time[627] Destination When All Busy[628] Queuing Call Capacity[632] Maximum Number of AgentsFeature Guide References1.2.2.4 Queuing FeatureFeature Guide 551.2.2 Incoming Call Distribution Group Features
