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?