Handling peak demand: overflow, failover and least-cost routing

Twenty-five channels give you headroom, but sensible routing keeps callers happy at peak times:

• Queues with overflow — hold callers in a queue and, if the wait grows too long or all agents are busy, overflow to voicemail, a callback offer or another team.
• Ring groups — ring several agents at once so calls are answered faster during busy spells.
• Failover routing — if a destination is unreachable, automatically send the call to a backup extension, mobile or another site so calls are never lost.
• Least-cost routing — send each outbound call over the cheapest suitable route, which combined with the right Caller ID keeps per-minute costs down across a high call volume.
• Time conditions — switch routing automatically outside office hours.

Build these in your account's switchboard (or your PBX) so the system copes gracefully when demand spikes.