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Setting What the setting does
Play an announcement
after ringing for
Plays a message after the call has been ringing for the time shown here.
You can choose one of the following options:
l Use the default system message
l Provide the links to up to four messages
l Upload up to four custom messages
If you enter more than one message, the messages are joined together before
they're played.
Overflow
When the call centre queue is full and cannot accept a call or when a call is not handled within a certain
time, the overflow routeing policy determines how to handle the call.
Setting What the setting does
Action
Determines how the overflow works:
l Treat as though line is busy: calls are handled according to the
options set up for handling busy calls
l Transfer to phone number: calls are forwarded to the phone number
shown here
l Ring until the caller hangs up: the caller hears ringing until they
hang up
Enable overflow after calls
wait
Triggers the overflow action after the call has waited for the time shown
here.
Play an announcement
before overflow
processing
Plays a message to callers before taking the overflow action.
You can choose one of the following options:
l Use the default system message
l Provide the links to up to four messages
l Upload up to four custom messages
If you enter more than one message, the messages are joined together
before they're played.
Stranded calls
If all the agents are unavailable, the stranded calls routeing policy determines how to handle calls.
One Net Service Portal for administrators
One Net Service Portal - Version 1.0/3 June 2016
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