A Custom Rule on the primary RC/ACO Call Queue can forward calls to a secondary CCaaS Call Queue on demand, providing a manual failover path if the primary queue stops functioning correctly.

Creating the Rule

The rule is created on the primary Call Queue and forwards to a secondary queue that routes to CCaaS.

1. Log into the RC/ACO admin portal

2. Navigate to Phone System > Groups > Call Queues

3. Create or select the primary Call Queue with the appropriate RC/ACO users assigned

4. Create a secondary CCaaS Call Queue that routes to the primary SIP extension — see Call Routing in CCaaS

5. Within the primary Call Queue, open Call Handling & Members > Custom Rules and select + Add Rule

   

6. Select the Date and/or Time condition with a Weekly Schedule, enable every day, and check 24 hours

7. Set Apply to to Every day and select Next

   

8. Select Forward to extension, then select the extension for the secondary CCaaS Call Queue

   

9. Name the rule and select Save

Using the Failover

Deactivating the rule reverses the failover and restores normal routing to the primary queue.

1. Log into the RC/ACO admin portal
2. Within the primary Call Queue, open Call Handling & Members > Custom Rules
3. Locate the failover rule and toggle it off to deactivate forwarding

Calls then route to the primary Call Queue directly instead of forwarding to the secondary CCaaS Call Queue.