Chas2002

crossbar - I think you're looking for TOF (Time Overflow)

Time Overflow (TOF) provides a way to give special handling to calls that
have been waiting too long. Time Overflow (TOF) overflows unanswered
calls to other queues based on a customer-defined time threshold. Once a call has Time Overflowed it can be answered by either the source ACD DN or target ACD DN agents. The source ACD DN queue and the target ACD DN queues are monitored to collect Time Overflowed calls and present them to the first available agent.

The advantage of Time Overflow (TOF) is that it allows calls that have waitedthe longest to be answered first. Calls from the TOF queue can be answered by the first available agent of the source ACD DN or target ACD DN.

TOF operation
The high-priority and non-priority queues for each ACD DN are continuously monitored to find calls that exceed the Time Overflow Timer (TOFT) in Overlay 23. Calls that exceed the TOFT value are put in the TOF queue for the source ACD DN.

There is one TOF queue for each ACD DN. Call priorities are maintained
when a call is placed in the TOF queue. Priorities are maintained by inserting high-priority calls in the TOF queue before inserting non-priority calls. For each queue, there are three levels of priority: non-priority, high-priority, and TOF.

Non-priority queues are for calls on trunks with ACD priority not required
(CLS = APN in Overlay 14) and the Time Overflow Timer (TOFT in
Overlay 23) has not expired. This also includes internal calls.
High-priority queues contain calls on trunks with ACD priority required
(CLS = APY in Overlay 14) and the TOFT has not expired.

TOF queue contains calls with the TOFT expired. Calls in the TOF queue
can be either APN or APY trunk calls, or both.


TOF operation by time

1 A call enters the source ACD DN high-priority or non-priority queue.
2 The calls remains in the source queue until the call waiting time meets
the TOFT value. The call is placed in the source TOF queue.
3 The call can be answered by any agent in the source ACD DN or by a
target agent.
TOF operation with Automatic Overflow

1 A call attempts to enter a source ACD DN high-priority or non-priority
queue. The OVTH for the source ACD DN has been met or exceeded, but
the BYTH for the target ACD DN has not been met.
2 The call overflows by number to the target queue. It remains there until
answered, abandoned, or the TOFT from the source expires.
3 When the timer expires, the call is recalled to the source TOF queue.
4 The call can be answered by any agent in the source ACD DN or target
ACD DN.

TOF operation with Interflow
1 A call attempts to enter a source ACD DN high-priority or non-priority
queue that is in Interflow state.
2 The Interflow destination is an ACD DN and the incoming call
interflows to it. The call remains there until answered, abandoned, or the
TOFT from the source expires.
3 When the timer expires, the call is recalled to the source TOF queue.
4 The call can be answered by an agent in the source ACD DN or target
ACD DN.
Note: If the Interflow destination is not an ACD DN, the call is never
recalled to the source TOF queue.
As agents become available, calls are presented based on call priority and the HPQ prompt in Overlay 23.

To change
LD 23
TOFT xx (Timer in seconds)

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Chas2002, YES! Thats it, thank you.

You know your stuff, I will build this and test, after which another beer is inevidable!