About adding an overflow number to a Talk number

To provide for a better experience for callers, you can add an overflow phone number to each Talk line you've added (not including external numbers).

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.

Things to consider when you set up an overflow number include:

• When Talk sends a call to an overflow number that is not a Talk number, a Support ticket is created. This ticket contains the tag,call_overflow.
• When a call is sent to an overflow number that is a Talk number, a regular ticket with no tag is created.
• If recording is enabled for that number, any tickets created include a recording of the overflow call.
• Overflow calls are charged as normal calls, including recordings, when enabled.
• When a call is sent to an overflow number, the caller ID sent to the overflow number will be that of the original caller.

When voicemail in Talk is turned off, no overflow number is configured, and when no agents are available to take a call, Talk defaults to your configured voicemail-off greeting, and then disconnects the call.

If you want Talk to always send calls to the overflow number when they cannot be answered, seeAdding an overflow number.

If you want Talk to send calls to the overflow number depending on the business-hours you have configured, seeAdding an overflow number when business-hours are configured.

Adding an overflow number (for phone lines)

If you don't have business hours configured, follow these steps to add an overflow number to Talk lines that are phone lines (not digital lines).

To add an overflow number (for phone lines)

1. InAdmin Center, clickChannelsin the sidebar, then selectTalk and email > Talk.
2. On theLinestab, open a phone line for editing.
3. On theRouting选项卡(电话),确保Scheduledrop-down list is set toAlways route calls.
4. On theOverflowtab, turn on theOverflow callstoggle, and then enter a valid phone number that calls will overflow to.

   

5. When you are finished, clickSave changes.

   Now, when calls are not answered by an agent, and voicemail is off, calls will be diverted to the overflow number you entered.

Adding an overflow number (for digital lines)

If you don't have business hours configured, follow these steps to add an overflow number to Talk lines that are digital lines (not phone lines).

To add an overflow number (for digital lines)

1. InAdmin Center, clickChannelsin the sidebar, then selectTalk and email > Talk.
2. On theLinestab. open a digital line for editing.
3. On theSettingstab (of the digital line), make sure that theEnable overflow and agent forwarding for this linecheck box is selected and that, in the drop-down list, an outbound number is selected.
   Note:When working with a digital line, theOverflow选项卡时才显示此复选框被选中。

   

4. On theRoutingtab, make sure that theScheduledrop-down list is set toAlways route calls.
5. On theOverflowtab, select theOverflow callscheck box, and then enter a valid phone number that calls will overflow to.

   

6. When you are finished, clickSave changes.

   Now, when calls are not answered by an agent, and voicemail is off, calls will be diverted to the overflow number you entered.

Adding an overflow number when business hours are configured (for phone lines)

If you have business hours configured, follow these steps to add an overflow number to Talk lines that are phone lines (not digital lines).

To add an overflow number when business-hours are configured (for phone lines)

1. InAdmin Center, clickChannelsin the sidebar, then selectTalk and email > Talk.
2. On theLinestab, open a phone line for editing.
3. On theRouting选项卡(电话),确保Scheduledrop-down list is set toBusiness Hours.
4. On theOverflowtab, specify overflow options for calls received to your phone line during certain business hours (specified on theRouting tab).

   For example:

   • In theInside schedulesection, turn on theOverflow callstoggle, and then enter a phone number that calls will outflow to when placed inside of your scheduled business hours.
   • In theOutside schedulesection, turn on theOverflow callstoggle, and then enter a phone number that calls will overflow to when placed outside of your scheduled business hours.

   

5. When you are finished, clickSave changes.

   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.

Adding an overflow number when business hours are configured (for digital lines)

If you have business hours configured, follow these steps to add an overflow number to Talk lines that are digital lines (not phone lines).

To add an overflow number when business-hours are configured (for digital lines)

1. InAdmin Center, clickChannelsin the sidebar, then selectTalk and email > Talk.
2. On theLinestab, open a digital line for editing.
3. On theSettingstab (of the digital line), make sure that theEnable overflow and agent forwarding for this linecheck box is selected and that, in the drop-down list, an outbound number is selected.
   Note:When working with a digital line, theOverflow选项卡时才显示此复选框被选中。

   

4. On theRoutingtab (of the digital line), make sure that theScheduledrop-down list is set toBusiness Hours.
5. On theOverflowtab, specify overflow options for calls received to your digital line during certain business hours (specified on theRouting tab).

   For example:

   • In theInside schedulesection, select theOverflow callscheck box, and then enter a phone number that calls will outflow to when placed inside of your scheduled business hours.
   • In theOutside schedulesection, select theOverflow callscheck box, and then enter a phone number that calls will overflow to when placed outside of your scheduled business hours.

   

6. When you are finished, clickSave changes.

   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.