What happens if an agent is busy on a direct mobile call when an IVR call is forwarded?
If an agent is already on a direct mobile call and an IVR call is forwarded to them, the system handles it in the following way:
π Call Flow
- The IVR system still attempts to ring the busy agent for the set ringing duration (default: 25 seconds).
- During this time, the IVR call remains in a waiting state.
- If the agent finishes the direct call within the ringing window, the IVR call will connect immediately to that agent.
- If the ringing window expires, the IVR call is forwarded to the next available agent in the group or as per your call flow configuration.
βοΈ Important Notes
- Default Ringing Time: 25 seconds (you can customize this in your MyOperator dashboard).
- Failover Behavior: Calls are automatically routed to the next available agent if the busy agent does not answer within the ringing time.
- Customer Experience: To minimize wait times, keep ringing time between 20β30 seconds and ensure you have backup agents available.
π Best Practices
- β
Add multiple agents in a group to avoid missed calls.
- β
Adjust ringing duration to balance customer wait time and agent availability.
- β
Regularly test your IVR flow to confirm routing is working as expected.
π§ Troubleshooting
- If calls are not moving to backup agents, review your ringing strategy settings (sequential, simultaneous, or round-robin).
- If agents appear unavailable often, check their mobile network stability.
- Still stuck? Contact MyOperator Support
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