Call Center Routing Adjustment: Stranded Calls

Please read the Call Center Routing Overview before reading this article to ensure your Call Center Routing is set up correctly. This article focuses on the routing of stranded calls, which happens when all agents have signed out of the queue (e.g. end of shift). This feature is only available for Standard or Premium Call Center licenses.

 

Setting up Stranded Call Routing in NextOS:

  1. Visit www.nextiva.com, and click Client Login to log in to NextOS.
  2. From the NextOS home page, select Voice.
  3. From the Nextiva Voice Admin Dashboard, hover over Advanced Routing at the top of the screen and select Call Center Locations.

Nextiva Call Center Locations

Call Center Locations

 

  1. Select the Log In button to the right of the call center you wish to enable International calling on.

Nextiva Configuration Portal Login

Configuration Portal Login

 

  1. The Configuration Portal will open in a new tab or window. On the left-hand menu, select Call Center. 
  2. Select Call Centers under the Basic column. 
  3. Select Edit to the right of the Call Center you wish to set up Stranded Call Routing for. 
  4. Select Routing Policies under the Options section on the left-hand side.
  5. Select Stranded Calls under the Queue column. 
  6. Under Action, select one of the following options: 
  • Leave in queue: All stranded calls will be left in the queue. 
  • Perform busy treatment: All stranded calls will hear a busy tone. 
  • Transfer to phone number/SIP-URI: All stranded calls will forward to a specific phone number.  
  1. Click OK to save changes.

 

Additional Steps for Premium Call Centers:

  1. Under Action, you can also select one of the following: 
  • Night Service: Route calls to night service. 
  • Play ringing until caller hangs up: Ring indefinitely. 
  • Play announcement until caller hangs up: Play an audio file.
  1. You can leave the default audio file or upload your own file under the Audio section. This file will play when calls enter the queue but there are no agents logged in.
  2. Click OK to save changes.
Need additional help? Click here.
Updated on September 4, 2019

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