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Understanding Overflow handling Work item limit exceeds in Voice Channel Omnichannel (Dynamics 365 Customer Service)

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#advancedqueue

#overflowhandling

#presence

#voicemail

#workitemlimit

Dynamics 365 Customer Service Professional

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Mar 16, 2023

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  • The article discusses the configuration of Advanced Queues of type Voice in Microsoft business applications like Dynamics 365.
  • It explains the Overflow handling defined for the queue, where if the work item limit exceeds 1, the action is set to Voicemail.
  • The article mentions that an Out of operation hours condition is also defined for the queue.
  • During working hours, if the user's presence is Available, the agent will receive a notification and the first conversation will have the status as Active.
  • If a second call is made, its status will be open and it won't go to Voicemail.
  • However, if a third call is made, it will go to Voicemail because the work item limit exceeds 1.
  • If the user is in DND, Away, Offline, or not logged into CRM during work hours, the first conversation will have the status as open and subsequent calls will go to Voicemail.
  • The article summarizes the topic as "More detail
  • Queue Overflow."

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