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Inbound Call Notification when already Occupied

bradley_cb
Newcomer
Newcomer

‎2025-01-21 07:12 PM

Hello,

 

How can I configure notifications for calls coming inbound to a ZCC queue, so that the agents who are already in Occupied status (like in another call) can see there are calls waiting?

 

I know that in this scenario, with all agents Occupied, Overflow routing is triggered. But prior to initiating that Overflow, I'd love for the Occupied agents to see some sort of pop-up or etc. that says, "Hey, there's another call coming into this line right now!" At which point, they can terminate their current call to accept that new call, or they can at least know there is a call about to hit Overflow.

 

Seems like such a basic setting, but I can't find this one! Alerts on a queue won't suffice here, unless I am unknowingly using them incorrectly. This needs to be a real-time, "in your face" type of notification.

 

I appreciate your input! This is my first forum post. I don't know how active these pages are, but given my daily administration of these Zoom platforms, I'd love to get involved here.

 

Thanks so much.

Brad

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