Overview

The Overflow Call Settings determine how the system handles calls when no Agents are available. This article will explain how to configure these settings for a Normal Campaign.

Contents

• Setting Up Overflow Call Settings

Setting Up Overflow Call Settings

1.) Click the Call Center main menu.

2.) Click the Campaigns menu option.

The Show Campaigns page will open.

3.) Click the name of the Campaign to access the settings.

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.) Configure the Overflow Call Settings:

• (A) Max Wait Time(seconds):
  This drop-down allows Admins to choose the Maximum number of seconds the system will wait for an Agent to connect after a Lead answers.
  • Note: The possibility of transferring dead calls increases if the Max Wait Time is set above two seconds.
• (B) Overflow Call Destination options include:
  • 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.
• (C) The options in this drop-down depend on the selection in drop-down A.

6.) Click the Apply Changes button.

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