Overview
Starting October 10th, we are updating our Campaign Overflow Call Settings. These settings route dropped calls to ensure that Leads are not lost when no Agents are available to answer.
Note: Campaigns with Interactive Voice Response (IVR), IVA Scenario, or Call Center Queues for their Overflow Destination before and up until October 10th will be automatically updated to Terminate Call on October 10th.
Contents
What is Changing?
Previously, Overflow Call Settings provided five options regarding Destination types for the Campaign's dropped calls.
Three of these options will no longer be supported: IVR, IVA (Virtual Agent), and Call Center Queues. This update will impact all Campaign Types: Normal, Normal with Intro Message, Virtual Agent (Voso.ai), Skill Routing, Survey/Broadcast, and Skill Routing.
The remaining Overflow Destination types for Normal Type Campaigns will be:
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Safe Harbor Message
The system will play a selected file from the Audio Library for the Lead.- See Upload New Audio Media to learn more about adding new audio to your Account's library.
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Terminate Call
The system will end the call and Disposition it as Hangup, Busy, or Congestion.
Reconfigure Overflow Destination
1.) Click the Call Center main menu.
2.) Click the Campaigns menu option.
The Show Campaigns page will open.
3.) Open your Campaign's settings by clicking the Name or selecting Settings from the Action gear-wheel drop-down.
The Campaign Settings page will open on the General tab.
4.) Click the Call Routing & Analysis tab and scroll down to Overflow Call Settings.
5.) Reconfigure the Overflow Call Destination:
(A) Select the type of Destination:
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Safe Harbor Message
The system will play a selected file from the Audio Library for the Lead.- See Upload New Audio Media to learn more about adding new audio to your Account's library.
-
Terminate Call
The system will end the call and Disposition it as Hangup, Busy, or Congestion.
(B) The options in this drop-down depend on the selection in drop-down A.
6.) Click the Apply Changes button.