Getting StartedHome
Guides

Forwarding Rule for Failover

Forwards calls to a secondary CCaaS Call Queue if the primary Call Queue becomes unavailable, so calls continue to be delivered during an outage.

Creating the Rule

  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 RC/ACO Call Routing

  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

📘

Time-of-Day Routing

Time-of-day routing should be handled by the DID or IVR, not this custom rule — the rule itself should apply at all hours.

⚠️

Rule Activates Immediately

Saving the rule activates it immediately, routing calls to the secondary queue right away.

Using the Failover

  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.