ACD overflow to external number

[jvdpol]

Is it possible to overflow an ACD queue to an external number? In the case of a queue we would like to route it to an external party. (preferably not time-based, we are already using an interflow timer)

We are using a MXE 3300 MCD 4.0 SP1

[ralph]

(preferably not time-based, we are already using an interflow timer)

You can interflow to an external number - but it's based on time.
You can forward the number by putting the group in DND.
When to you want it to go to an external number?

The first step to do this is to create a speed dial number that goes to the external number.   Be sure to set it to "over ride toll control".
Then, however you decide to interflow the group, you send it to that number.

Ralph

[jvdpol]

Thanks for your reply.

We would like to route the calls to the external party in case of a queue, so whenever our internal agents are busy answering acd calls, calls should be routed to the external party.

From the help:
Predictive Overflow

Predictive overflow determines whether a newly-queued call to an agent skill group should be immediately overflowed or sent to the next agent skill group. The average call duration is based on the average agent talk time, including the work timer. If the system predicts that a call will not be answered before the overflow timer expires, the system places the call in overflow before the timer expires.

Can we use something like this?

[ralph]

An overflow is not the same as an interflow.
Won't be able to use that.
You could set your queue pretty short - say 20 seconds - then interflow.   
This would give your agents enough time to answer then it could interflow.

Ralph