Queue No Answer Routing

When you are routing to a queue of agents, the default queue settings will hang up the call if it is not answered within 30 seconds.  You can use no answer routing to set a different time limit and control where the call will go when none of the agents in the queue are available.

The following options are available for no answer routing in a queue:

• Hang up
• Voice Menu
• VoiceAI
• Smart Router
• Routing Table
• Dial Number
• Queue
• Dial Agent

For more information about configuring call queues, see the full article here.

Routing Calls to Another Queue

In the following example, calls are being routed to a queue of support agents.  When the agents are unavailable, the queue will instead ring to the admission team's queue.

VoiceAI Agents

Instead of sending an unanswered call to voicemail or another team, you can route it to a VoiceAI Agent. The agent can engage callers when your team is unavailable, helping you avoid missed opportunities and provide a consistent caller experience.

VoiceAI Agents are especially useful for:

• Answering calls outside your normal business hours
• Providing coverage during unexpected staffing outages
• Handling overflow when your team is unable to answer
• Reducing the number of callers who reach voicemail

A guided five-step setup walks you through configuring your agent. You can choose from a variety of voices and fine-tune settings such as speaking speed and responsiveness to create an experience that fits your business.

Assign Default Lead Owner (Salesforce)

If the Salesforce integration is enabled for your account, you can use this option to select an agent who will be assigned as the lead owner if a queue call is unanswered.

By default, no agent is assigned for unanswered calls.