When nobody is free
This only matters when people are called faster than agents can answer. That means Predictive and Progressive modes. In AI only mode a bot answers every call anyway.
Do this: choose what happens
Section titled “Do this: choose what happens”- Open the campaign, then the Settings tab.
- Under Advanced, open When nobody is free.
- Under Then, choose A bot takes the call or A short message is played, then the call ends.
- If you chose the message, check the wording in The message people hear.
- Select Save changes.
The classic design calls this group No agent free and shows it open.
The two choices
Section titled “The two choices”| Choice | What the person hears | What the call does |
|---|---|---|
| A bot takes the call (default) | The bot greets them and carries on, as it would on any call. | The bot handles the call. It is not a dropped call. |
| A short message is played, then the call ends | The safe-harbour message, once. | The call hangs up when the message ends. It counts as a dropped call. |
A safe-harbour message is a short spoken notice, played so a person who answered is not met with silence. It says who called and how to be taken off the list. The built-in wording is a placeholder:
Sorry we missed you. This was a call from your benefits advisor team. If you would like to be removed from our list, please call back and tell us, and you will not be called again.
Counsel must review this wording. The screen shows “Not reviewed by counsel” next to it. If you turn the bot off, the message cannot be empty: saving fails with “safe_harbour_text is required when overflow_to_bot is off”. If a campaign somehow has no message, the call hangs up with no message.
The 2-second window
Section titled “The 2-second window”The dropped-call rule defines a dropped call as one where a person answered and nobody, human or bot, took the call within 2 seconds. See the dropped-call rule.
Waiting for an agent
Section titled “Waiting for an agent”- Progressive and Predictive modes only place calls for agents who are free. When none is, the campaign page says “Waiting for an agent to be free.”
- When an agent is chosen for a call, their phone rings for up to the hand-over wait, 20 seconds by default. See hand-overs and billing.
- If the voice service is down, Predictive with the bot overflow is paced at ratio 1.0, because the safety net is gone.
Callbacks
Section titled “Callbacks”When a bot tries to hand a person to your team and nobody on the team is free, the bot says so honestly and offers a callback. The person moves up the queue for the next call. See callbacks and recovery.