Call Overflow - How to Manage

Call Overflows

Call Overflows refer to the process where incoming calls are redirected or transferred from a service queue under specific conditions, such as when the queue is closed or when there are no available agents to handle the call. This redirection can be configured to overflow calls to different targets, play prompts, or take specific actions based on predefined settings and criteria.

Open

Click on Add Overflow rule to add a new one.

Open

Service Closed

This rule will be applied when your queue is closed.

Route call to target

It is possible to designate the destination of your call, whether it be another queue, IVR or a callback. Additionally, the call can be disconnected.

A prompt will also be displayed based on the overflow option selected earlier, but it can be modified if necessary through the dropdown menu. This prompt will be played before routing to the caller.

Menu of targets

Clicking on the arrow icon will reveal a dropdown menu of targets.

Choose your desired target

This is the destination to which the caller will be directed. All available queues, IVRs, and callbacks will be listed in this section.

Save your rule

Once the target has been chosen, remember to save your rule. You can then also adjust the voice prompt that will play before routing to the target.

No agents available

This rule will be applied when there are no agents available to answer the call. If no agents available is not defined, default overflow is used.

Configure your rule

Choose your preferred target and save it, this is once again to determine the destination to which the caller will be routed. You can also modify the prompt to be played with this rule.

Default overflow

This rule will be applied if the maximum waiting time in queue is exceeded, immediate allocation is defined or the queue is full.

Set your Overflow target

This rule can also direct the call to any available option in the dropdown menu, and you can modify the prompt if needed.