Managing overflow calls and after-hours call routing

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<p class="p">An <em class="ph i">overflow</em> call is a call that cannot currently be taken by any agents or
answered by voicemail. This can happen for the following reasons:</p>
<div class="p">
<ul class="ul" id="id_4408832017690__ul_orv_mpq_cfb">
<li class="li">All agents are offline.</li>
<li class="li">All agents decline an incoming call.</li>
<li class="li">All agents miss an incoming call.</li>
<li class="li">The maximum queue wait time is exceeded.</li>
<li class="li">The maximum queue size is reached.</li>
</ul>
</div>
<p class="p">This article describes options for managing overflow and after-hours calls, including the
following topics:</p>
<ul class="ul" id="id_4408832017690__ul_rwf_ljn_nrb">
<li class="li"><a class="xref" href="#id_4408832017690__section_flm_yfd_wbc">Handling overflow calls with omnichannel routing</a></li>
<li class="li"><a class="xref" href="#id_4408832017690__section_zgz_mpf_dfb">About adding an
overflow number to a Zendesk number</a></li>
<li class="li"><a class="xref" href="#id_4408832017690__section_q45_qpf_dfb">Adding an overflow
number (for phone lines)</a></li>
<li class="li"><a class="xref" href="#id_4408832017690__section_ics_krn_nrb">Adding an overflow number (for digital and SIP-IN lines)</a></li>
<li class="li"><a class="xref" href="#id_4408832017690__section_bhk_rpf_dfb">Adding an overflow
number when business hours are configured (for phone lines)</a></li>
<li class="li"><a class="xref" href="#id_4408832017690__section_bks_qrn_nrb">Adding an overflow
number when business hours are configured (for digital lines)</a></li>
</ul>
<div class="note note">
<span class="notetitle">Note:</span> Outbound calls cannot be made from toll-free numbers. Therefore, these numbers can't be
used as an overflow number.</div>
<div class="section" id="id_4408832017690__section_flm_yfd_wbc">
<h2 class="title sectiontitle">Handling overflow calls with omnichannel routing</h2>
<p class="p">When you <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5866925319962" target="_blank">turn on</a>
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4409149119514" target="_blank">omnichannel routing</a>, you can configure an
overflow behavior by <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6716530152858" target="_blank">creating custom queues</a>. Within each custom queue, admins
can define primary and secondary groups. Omnichannel routing will route calls to the
primary groups first, treating them as a single collective pool of agents, and
"overflow" to the pool of secondary groups only when necessary. Although you can
still overflow to alternative numbers, when using omnichannel routing queues, it
isn't necessary because the overflow behavior happens between the primary and
secondary groups of agents configured for the queues. </p>
<p class="p">For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6712096584090" target="_blank">Understanding how omnichannel routing uses queues to route work
to agents</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6716530152858" target="_blank">Creating custom omnichannel routing queues</a>.</p>
</div>
<div class="section" id="id_4408832017690__section_zgz_mpf_dfb">
<h2 class="title sectiontitle">About overflow phone numbers for Zendesk lines</h2>
<p class="p">When you aren't using omnichannel routing, you can provide a better experience for
callers by adding an overflow phone number to each phone line you've added.</p>
<p class="p">When a call is not answered by an agent, and voicemail is off, the call will be sent
to the overflow number. This could be the number of an external support
organization, or an on-call agent that you use outside of your normal
business-hours, or during holidays.</p>
<p class="p">Things to consider when you set up an overflow number include:</p>
<ul class="ul" id="id_4408832017690__ul_usk_zlf_dfb">
<li class="li">When a call is sent to an overflow number that is not a Zendesk number, a ticket
is created with the tag, <strong class="ph b">call_overflow</strong>. </li>
<li class="li">When a call is sent to an overflow number that is a Zendesk number, a regular
ticket with no tag is created.</li>
<li class="li">If recording is enabled for that number, any tickets created include a recording
of the overflow call.</li>
<li class="li">Overflow calls are charged as normal calls, including recordings, when
enabled.</li>
<li class="li">When a call is sent to an overflow number, the caller ID sent to the overflow
number will be that of the original caller.</li>
</ul>
<p class="p">When voicemail is turned off, no overflow number is configured, and no agents are
available to take a call, your configured voicemail-off greeting plays, and then the
call is disconnected.</p>
<p class="p">If you want to always send calls to the overflow number when they cannot be answered,
see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832017690#zug_talk_overflow__section_q45_qpf_dfb" target="_blank">Adding an overflow number</a>.</p>
<p class="p">If you want to send calls to the overflow number depending on the business hours you
have configured, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832017690#zug_talk_overflow__section_bhk_rpf_dfb" target="_blank">Adding an overflow number when business hours are
configured</a>.</p>
<div class="note tip">
<span class="tiptitle">Tip:</span> If voicemail is turned on, you cannot enable the <strong class="ph b">Overflow calls</strong>
option.</div>
</div>
<div class="section" id="id_4408832017690__section_q45_qpf_dfb">
<h2 class="title sectiontitle">Adding an overflow number (for phone lines)</h2>
<p class="p">If you don't have business hours configured, follow these steps to add an overflow
number to Zendesk lines that are phone lines (not digital or SIP-IN lines).</p>
<p class="p"><strong class="ph b">To add an overflow number (for phone lines)</strong></p>
<ol class="ol" id="id_4408832017690__ol_dys_5lf_dfb">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="id_4408832017690__d8e903" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_channels_icon.png">
<strong class="ph b">Channels</strong> in the sidebar, then select <strong class="ph b">Talk and email &gt; Talk</strong>.</span></li>
<li class="li">On the <strong class="ph b">Lines</strong> tab, open a phone line for editing.</li>
<li class="li">On the <strong class="ph b">Routing</strong> tab (of the phone line), make sure that the
<strong class="ph b">Schedule</strong> drop-down list is set to <strong class="ph b">Always route calls</strong>.</li>
<li class="li">On the <strong class="ph b">Overflow</strong> tab, turn on the <strong class="ph b">Overflow calls</strong> toggle, and then
enter a valid phone number that calls will overflow to.<p class="p"><img alt="Overflow page 1" class="image img-screenshot" id="id_4408832017690__image_oxs_5lf_dfb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Talk_overflow_page.png"></p>
</li>
<li class="li">When you are finished, click <strong class="ph b">Save changes</strong>.<p class="p">Now, when calls are not
answered by an agent, and voicemail is off, calls will be diverted to the
overflow number you entered.</p>
</li>
</ol>
</div>
<div class="section" id="id_4408832017690__section_ics_krn_nrb">
<h2 class="title sectiontitle">Adding an overflow number (for digital and SIP-IN lines)</h2>
<p class="p">If you don't have business hours configured, follow these steps to add an overflow </p>
<p class="p"><strong class="ph b">To add an overflow number (for digital or SIP-IN lines)</strong></p>
<ol class="ol" id="id_4408832017690__ol_a5v_mln_nrb">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="id_4408832017690__d8e903" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_channels_icon.png">
<strong class="ph b">Channels</strong> in the sidebar, then select <strong class="ph b">Talk and email &gt; Talk</strong>.</span></li>
<li class="li">On the <strong class="ph b">Lines</strong> tab. open a digital or SIP-IN line for editing.</li>
<li class="li">On the <strong class="ph b">Settings</strong> tab of the line), make sure that the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408823877146#topic_zhp_hjv_dhb" target="_blank">Enable overflow and agent forwarding for this
line</a> check box is selected and that, in the drop-down list, an

outbound number is selected.<div class="note note">
<span class="notetitle">Note:</span> When working with a digital or SIP-IN line,
the <strong class="ph b">Overflow</strong> tab only displays when this check box is selected.

</div>
<p class="p"><img class="image img-screenshot" id="id_4408832017690__image_o1n_mpb_3rb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/talk_outbound_number_enabled.png" width="850"></p>
</li>
<li class="li">On the <strong class="ph b">Routing</strong> tab, make sure that the <strong class="ph b">Schedule</strong> drop-down list is
set to <strong class="ph b">Always route calls</strong>.</li>
<li class="li">On the <strong class="ph b">Overflow</strong> tab, select the <strong class="ph b">Overflow calls</strong> check box, and then
enter a valid phone number that calls will overflow to.<p class="p"><img class="image img-screenshot" id="id_4408832017690__image_gkj_2jr_nrb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/talk_overflow_disabled.png" width="850"></p>
</li>
<li class="li">When you are finished, click <strong class="ph b">Save changes</strong>.<p class="p">Now, when calls are not
answered by an agent, and voicemail is off, calls will be diverted to the
overflow number you entered.</p>
</li>
</ol>
</div>
<div class="section" id="id_4408832017690__section_bhk_rpf_dfb">
<h2 class="title sectiontitle">Adding an overflow number when business hours are configured (for phone lines)</h2>
<p class="p">If you have business hours configured, follow these steps to add an overflow number
to Zendesk lines that are phone lines (not digital or SIP-IN lines).</p>
<p class="p"><strong class="ph b">To add an overflow number when business-hours are configured (for phone
lines)</strong></p>
<ol class="ol" id="id_4408832017690__ol_zhl_qlf_dfb">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="id_4408832017690__d8e903" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_channels_icon.png">
<strong class="ph b">Channels</strong> in the sidebar, then select <strong class="ph b">Talk and email &gt; Talk</strong>.</span></li>
<li class="li">On the <strong class="ph b">Lines</strong> tab, open a phone line for editing.</li>
<li class="li">On the <strong class="ph b">Routing</strong> tab (of the phone line), make sure that the
<strong class="ph b">Schedule</strong> drop-down list is set to <strong class="ph b">Business Hours</strong>.</li>
<li class="li">On the <strong class="ph b">Overflow</strong> tab, specify overflow options for calls received to your
phone line during certain business hours (specified on the <strong class="ph b">Routing tab</strong>).
<p class="p">For example:</p>
<ul class="ul" id="id_4408832017690__ul_xsj_5kr_nrb">
<li class="li">In the <strong class="ph b">Inside schedule</strong> section, turn on the <strong class="ph b">Overflow calls</strong>
toggle, and then enter a phone number that calls will outflow to when
placed inside of your scheduled business hours.</li>
<li class="li">In the <strong class="ph b">Outside schedule</strong> section, turn on the <strong class="ph b">Overflow
calls</strong> toggle, and then enter a phone number that calls will
overflow to when placed outside of your scheduled business hours.</li>
</ul>
<p class="p"><img alt="Overflow page 2" class="image img-screenshot" id="id_4408832017690__image_m5g_rlf_dfb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Talk_overflow_page2.png"></p>
</li>
<li class="li">When you are finished, click <strong class="ph b">Save changes</strong>.<p class="p">Now, when calls are not
answered by an agent, and voicemail is off, calls will be diverted to the
overflow numbers you entered, according to the schedule options you
configured.</p>
</li>
</ol>
</div>
<div class="section" id="id_4408832017690__section_bks_qrn_nrb">
<h2 class="title sectiontitle">Adding an overflow number when business hours are configured (for digital or SIP-IN lines)</h2>
<p class="p">If you have business hours configured, follow these steps to add an overflow number
to digital or SIP-IN lines (not phone lines).</p>
<p class="p"><strong class="ph b">To add an overflow number when business-hours are configured (for digital or
SIP-IN lines)</strong></p>
<ol class="ol" id="id_4408832017690__ol_lrc_y3n_nrb">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="id_4408832017690__d8e903" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_channels_icon.png">
<strong class="ph b">Channels</strong> in the sidebar, then select <strong class="ph b">Talk and email &gt; Talk</strong>.</span></li>
<li class="li">On the <strong class="ph b">Lines</strong> tab, open a digital or SIP-IN line for editing.</li>
<li class="li">On the <strong class="ph b">Settings</strong> tab of the line), make sure that the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408823877146#topic_zhp_hjv_dhb" target="_blank">Enable overflow and agent forwarding for this

line</a> check box is selected and that, in the drop-down list, an
outbound number is selected.<div class="note note">
<span class="notetitle">Note:</span> When working with a digital or SIP-IN line,
the <strong class="ph b">Overflow</strong> tab only displays when this check box is selected.
</div>
<p class="p"><img class="image img-screenshot" id="id_4408832017690__image_g43_44n_nrb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/talk_outbound_number_enabled.png" width="850"></p>
</li>
<li class="li">On the <strong class="ph b">Routing</strong> tab, make sure that the <strong class="ph b">Schedule</strong> drop-down list is
set to <strong class="ph b">Business Hours</strong>.</li>
<li class="li">On the <strong class="ph b">Overflow</strong> tab, specify overflow options for calls received to your
digital or SIP-IN line during certain business hours (specified on the
<strong class="ph b">Routing tab</strong>). <p class="p">For example:</p>
<ul class="ul" id="id_4408832017690__ul_czg_4mr_nrb">
<li class="li">In the <strong class="ph b">Inside schedule</strong> section, select the <strong class="ph b">Overflow calls</strong>
check box, and then enter a phone number that calls will outflow to when
placed inside of your scheduled business hours.</li>
<li class="li">In the <strong class="ph b">Outside schedule</strong> section, select the <strong class="ph b">Overflow calls</strong>
check box, and then enter a phone number that calls will overflow to
when placed outside of your scheduled business hours.</li>
</ul>
<p class="p"><img class="image img-screenshot" id="id_4408832017690__image_lcs_y3r_nrb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/talk_overflow_enabled_with_business_hrs.png" width="850"></p>
</li>
<li class="li">When you are finished, click <strong class="ph b">Save changes</strong>.<p class="p">Now, when calls are not
answered by an agent, and voicemail is off, calls will be diverted to the
overflow numbers you entered, according to the schedule options you
configured.</p>
</li>
</ol>
</div>
</div>
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