Unlike queuing, overflow is used when there are sufficient available member to answer the calls being presented but for some reason calls are not being answered.

By default, without overflow, calls in this situation would eventually go to voicemail if available or otherwise continue being presented to hunt group members.

With overflow, the unanswered calls are passed to a list of overflow groups. This list determines the order in which the overflow groups are used.

Call presentation then uses the Hunt Type, No Answer Time and Extension List of the overflow group or groups. If the overflow group is Out of Service or in Night Service it is not used for overflow.

The Overflow Time setting is then used to determine when the overflow groups should be used as follows:

• If Queuing is off, a call will overflow either when it has rung at each available hunt group member without being answered or when the overflow time expires.

• If Queuing is on, a call will overflow only when the overflow time expires. Until the overflow occurs the call will continue ringing hunt group members.    

• If the Overflow Time is 0 or blank, a call will overflow when it has rung each available hunt group member without being answered. This is regardless of the Queuing setting.

• If all members of the hunt group are busy, the call will overflow immediately it is presented to the group.

• If the call is still unanswered at the overflow group, it goes to the original hunt groups voicemail if available. Otherwise it continues ringing hunt group members.