Escalate contacts from one queue to another

When a queue for example is not sufficiently manned, its contacts can be escalated to another queue.

In ACE Admin, click on in the main window or select the Routing | Routing of contacts menu.

You find a screenshot of this window in this book, in the section See how the call contacts are routed.

1. First, select any Organisation area and the IVR calls tab.
2. Find the name of the relevant queue under the Destination title and double-click on the same row under the Constraints title.
3. There you select from the menu in which situation calls shall be routed to another queue such as
   • at a specific waiting time - Wait180, meaning that all calls are routed on after 180 seconds
   • when there are too many calls in queue in proportion to the number of logged-in agents - agentConRatio
   • when the number of available agents drops below a specific value – minAvailAgents
4. In the next field, with the Type title, you select .
5. On the same row, under the Destination header, you select the name of the queue the contacts shall be escalated to.
6. Save and leave the window with OK.