Managing call overflows

In situations when the number of incoming calls exceeds the capacity of the available agents to handle them, Enchant offers the following ways to automatically manage the overflow:

• Voicemail
  

• Call Forwarding
  

Overflow behavior is triggered in the following scenarios:

• customer's call is not answered within the maximum allowed wait time
  

• queue size for incoming calls reaches its maximum size limit
  

• an agent declines an incoming call
  

When a customer is sent to voicemail, Enchant plays the voicemail audio or a default voicemail message to the customer. After the customer leaves the voicemail, a recording and transcript is added to the ticket for the agents to review later.

Learn more how to set up a custom voicemail audio message here.

If you prefer to direct calls to less busy teams in your organization or want to outsource to third party call centers to manage your overflows, select the "Forward call" options for the overflow behavior setting.

When Forward call option is selected, a Forward Phone field is shown under it where you can enter the number in E164 format. In this mode, all overflow calls will be forwarded to this phone number.

Note: Enchant will track these forwarded calls but no user actions are allowed on these (joining or monitoring etc). In addition, if you have automatic call recording enabled, these calls will be recorded.