Incoming: Missed Incoming Calls
If a lead calls one of your incoming numbers but doesn't connect to an agent, there are two ways to handle those calls in Outbound:
- If you have Dial-back enabled, then calls that meet your dial-back criteria will enter the call queue to be prioritised immediately and called by the first available agent. Read more about Dial-backs here.
- Unanswered calls will be displayed in Missed Calls. If the lead already exists, then it will be possible to call back.
The following types of calls can be returned in Missed Calls:
- Closed hours - if a lead calls outside of the opening hours set out in Incoming Configuration
- Caller hung up - the lead terminated the call before being connected to an agent
- Timeout - if the call times out after exceeding the maximum waiting time, and Message and disconnect is chosen in Incoming Configuration - Wait Settings
Who can call back?
Depending on what type of incoming number you are using, the rules for who can call back are different.
Incoming With a standard Incoming number, lead ownership will be assigned to the top organisation, so only these users will be able to call back: |
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Direct Incoming As Direct Incoming numbers are tied to teams or agents, they can call back: |
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