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VCC call not going to Overload
8x8 Support

VCC call not going to Overload

Symptom

Calls coming into Virtual Contact Center are not going to Overload when no agents are available, even though the Overload is configured to Forward to External Number.

Applies To

Virtual Contact Center

Resolution

Remove the Forward to Queue that is nested within the main Forward to Queue, and in the remaining Forward to Queue object, adjust the Queue timeout, and Overload, and the Overload Forward to External number as needed.

Cause

The Script has two Forward to Queue objects pointing to the same Queue.