Is there a way to prevent the local system from being overwhelmed with calls and limit the amount of 'bursted' calls I receive?
It is not possible to completely eliminate bursting however the system can be configured to control call delivery. This is accomplished with the use of StarCenter. With all inbound traffic directed through a StarCenter Queue, all calls originate in the Star2Star data center.
- Only calls answered by an agent in the office are delivered to the office making it impossible for the local concurrent calls to exceed the number of agents.
- Bursted calls can be controlled by limiting the number of callers per queue using the Max On Hold setting and configuring the queue Failover to a brief message asking the customer to call back later.