Handle call overflow for the voice queues
Omnichannel for Customer Service offers a suite of capabilities that extend the power of Dynamics 365 Customer Service Enterprise to enable organizations to instantly connect and engage with their customers across digital messaging channels. An additional license is required to access Omnichannel for Customer Service. For more information, see the Dynamics 365 Customer Service pricing overview and Dynamics 365 Customer Service pricing plan pages.
Introduction
As an administrator, you can determine the actions when an incoming call reaches the voice queue in the following situations:
- Exceeds a defined number of calls that are waiting in the queue
- Is received during the after hours of the call center operations
When both the conditions are defined, when one of them is met, the overflow actions configured at the workstream level will be run.
Prerequisites
For call overflow to work correctly, the following prerequisites must be met:
- Agents should be configured for the voice queues.
- To transfer calls to an external phone number, phone numbers should be available.
Configure call overflow
To configure call overflow
In Dynamics 365, go to one of the apps, and perform the following steps.
In the site map, select Queues in Customer support.
On the Queues page, select Manage for Advanced queues.
Select the voice queue for which you want to configure call overflow.
In Overflow conditions, select Set overflow conditions. The Overflow conditions panel appears.
In Work item limit, enter a number to denote the maximum number of calls that can be in waiting before overflow is reached. For example, if you enter 5 as the value, then five calls should be waiting in the queue for the sixth call to trigger call overflow.
If an operating hour record is configured for the queue, the toggle for Out of operation hours, is set to On by default and can't be edited. The call overflow is triggered when a call reaches the queue during the after hours of the call center operations. If no operating hour record is configured, the toggle will be set to Off and in the disabled mode. In such a case, the call center is considered to be available round the clock.
To remove the overflow setting, you'll need to set the work item limit to zero and remove the operating hour record on the queue if configured.
Define operation hours
Perform the steps in Create and manage operating hours to configure operating hours for the voice queues.
If operation hours are not configured, the queues will be available round the clock.
Configure overflow action in the voice workstream
Configure the action to be performed when call overflow is triggered. The following options are available to handle overflow actions for a voice workstream:
- Default: The work item remains in the queue to be routed to the next available agent.
- End call: The call ends if no agent is available to take the call. For example, an operating hour is configured, and the overflow action was triggered on account of it.
- Transfer to external number: The call is routed to a specified number if the work item must be handled on priority.
More information: Configure routing rules for the voice workstream
Configuration considerations
Some configuration considerations are discussed in this section.
Edit automated messages for end call overflow action
If you have set End the call as an overflow action, an automated message will be delivered to the customer to notify them that the conversation will end. You can edit the message that the customer will hear.
To edit the automated message
- In the Omnichannel admin center site map, go to Customer settings in Advanced settings, and select Automated messages.
- Find the automated message for the Voice channel where the message trigger is "Voice call ended".
- Edit the value in the Localized text column as needed.
More information: Customize automated messages
See also
Overview of voice channel
Overview of unified routing
Configure routing for the voice channel
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