depearce

Tonka- I'm a little short on time. but let's start with, assuming you know how to build an
ACD phone and queue. If so. Build an ACD phone with extension xxxx. xxxx is the number they will be calling. Set HUNT to yyyy which will be the queue the xxxx extension phone is in, and should have the OVDN targeted to anouther queue. ZZZZ where the other person at the helpdesk will be logged into queue. IN yyyy set the OVTH to 180( seconds). With the SDBN=yes.

If a call comming into the xxxx extension hits a busy, it will be sent to the queue yyyy.
Which is the queue the first extension is in. It will sit there for 180 sec then overflow to
queue zzzz, where it will be answered by the other tech, or remain in queue until answered.

Unless someone else has be better idea, this is how I would do it.
BTW the SDBN is secondary call block. you do not want a call comming into your
extension while you are on an ACD call.

Hope this gives you someplace to start.