Call queue rings agents but not overflow destination

Scenario

Inbound calls hit the queue correctly, yet overflow or failover routing never triggers as designed.

Recommended Resolution Path

1. Review queue timers, overflow conditions, and whether calls are actually aging into overflow.
2. Check whether the overflow destination is valid and reachable under the current dial plan.
3. Test during a controlled window with trace logs or call analytics enabled.
4. Document queue behavior in plain language so operations staff know what to expect.

Technician Notes

Document what changed, what confirmed the fix, and whether the issue points to a broader standards gap worth addressing for the client.