Failover

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Failover is what happens to a call when it has waited too long in a queue or no agent responds. If you do not define settings for failover, these calls will eventually disconnect and the customer will have to call again.

You can set up Zylinc to handle failover-calls the way you want to – you only need to define in which scenarios and where to direct these calls. Here you can see all options and how to set up failover for calls.

• Failover outside of opening hours
• Failover during opening hours
• Failover no agents on the queue
• Include inactive agents?
• Failover depending on number of calls in queue
• Failover depending on waiting time in queue
• How to set up failover
• Name your failover setting
• New announcement or not when failover?
• Failover to a new queue
• Failover to a new IVR
• Failover to an external number
• No failover

Failover outside of opening hours

Here you set up that you want to do with failover calls outside of opening hours.

Failover during opening hours

Here you set up how to direct failover calls during opening hours. When activating one or more settings, all calls will follow the ‘Failover during opening hours’ setting.

Failover no agents on the queue

With this setting you can safeguard that if there are no agents on queue, then a call does not wait in the queue.

Failover after no agents.

Choose how long to wait before the queue follows the "no agents" rule, this only applies to calls that are already in the queue.

Include inactive agents?

Queue failover is activated based on “no agents” on the queue. Here, you decide if inactive agents should count as agents on the queue or not. If you would like to include inactive agents in the count, tick here:

Failover depending on number of calls in queue

Here you define the number of calls that you accept sitting in queue before the failover-settings come into action. If you enter e.g. 3, then call number 4 (and above) in queue will follow the settings for failover during opening hours.

Failover depending on waiting time in queue

Here you define for how long you accept a call to be sitting in queue before the failover-settings come into action. Entering e.g. 20 minutes, then calls that have waited for 20+ minutes in queue will follow the settings for failover during opening hours.

How to set up failover

Go to Configuration Manager and select the Contact Center and PBX Configuration paragraph. Now choose Queue failover.

Press Create new to set up a new failover. 

Tryk Create new for at oprette en ny failover-regel.

Name your failover setting

Enter a name for your new failover setting. We recommend using an instructing name that describes where the setting is employed– e.g. for which callflow and how the setting functions. It could be ‘failover support during opening hours’ or ‘failover administration outside opening hours.’

New announcement or not when failover?

Zylinc offers you 4 functions for queue failover. A call can:

1. Be directed to a new queue
2. Be directed to an IVR
3. Be directed to an external number
4. Not be directed anywhere and thus disconnect

Prior to each function/action, you can define if an announcement should be played. You do not need to select an announcement in order to continue the failover configuration.

If you choose to not play an announcement, then your customer is not informed as to what happens next. In some instances, it is good customer service to keep callers informed, in others maybe not. We provide options for each scenario.

An announcement can be a system announcement that we have prepared (‘System’) or it can be your own (‘Custom’). ‘Custom’ announcements can be text2speech or recorded files.

Be aware that for each scenario there are 2 choices: First you select announcement or no announcement. Then you select direction for the failover.

 

Announcement when failover to a new queue

In case of failover to a new queue, you can choose whether you would like the customer to be presented with an announcement – either a system announcement that we prepared (‘system’) or one that you made (‘custom’) - or no announcement.

Please note you can direct calls to a new queue without presenting the customer to a new announcement.

Select which queue to direct calls to

Here you select which queue the call should be directed to in case of failover and announcement (if any).

Please note you do not have to direct a call to a queue. If none are selected, the call will simply disconnect.

Announcement when failover to an IVR

In case of failover to an IVR, you can choose whether you would like the customer to be presented with an announcement – either a system announcement that we prepared (‘system’) or one that you made (‘custom’) - or no announcement.

Please note you can direct calls to an IVR without presenting the customer to a new announcement.

Select which IVR to direct calls to

Here you select which IVR the call should be directed to in case of failover and announcement (if any).

Please note you do not have to direct a call to an IVR. If none are selected, the call will simply disconnect

Announcement when failover to an external number

In case of failover to an external number, you can choose whether you would like the customer to be presented with an announcement – either a system announcement that we prepared (‘system’) or one that you made (‘custom’) - or no announcement.

Please note you can direct calls to an external number without presenting the customer to a new announcement.

Select which number to direct calls to

Here you select which external telephone number, the call should be directed to in case of failover and announcement (if any).

Please note you do not have to direct a call to an external number. If none are selected, the call will simply disconnect.

No failover 

If you would like the call to not be directed anywhere, then enter no settings. The call will then simply disconnect.