NextOS Call Center: Routing Policies

In the routing section of call center settings, several options can be configured. Not all options are available for all call centers.

To reach the routing policies option:

Navigate to the call center. See Accessing Call Centers for instructions on how to do this.
Select the call center to modify.
Click Routing Policies on the left-hand side of the page.
Each option will be described in its own section below.

Forced Forwarding - Call center enterprise required. Forwards calls to another phone number or extension, unlike regular forwarding these calls will be tracked and reports can be run on it.

Forced forwarding requires agents to have a call center enterprise license and a premium call center to be built.

To enable forced forwarding:

Set the Forced forwarding On/Off radio button to On
Enter a phone number or extension in the Calls Forward to phone number / SIP-URI field.
Configure any optional settings
- Allow feature access codes to configure forced forwarding - This allows any supervisor of the call center to use Feature Access Codes to enable or disable forced forwarding.
- Play announcement before forwarding - This allows for an announcement to be played before forwarding use the audio options below to play a custom message.
Click Apply to save the settings.

Holiday Service - Call center enterprise required. Use a holiday schedule to route calls away from the queue, unlike regular forwarding these calls will be tracked and reports can be run on it.

Holiday service requires agents to have a call center enterprise license and a premium call center to be built.

To configure Holiday Service:

Select an Action
- None - Calls run through the call center normally.
- Perform busy treatment - Follow the busy setting of the call center which by default sends the call to voicemail.
- Transfer to phone number / SIP-URI - Forward the call to a specific extension or phone number
Choose a Holiday Schedule from the drop-down menu.
Optional settings
- Play announcement before holiday service action - This allows for an announcement to be played before the action is taken use the audio options below to play a custom message.
Click Apply.

Night Service - Call center enterprise required. Use a business hours schedule to route calls away from the queue, unlike regular forwarding these calls will be tracked and reports can be run on it.

Night service requires agents to have a call center enterprise license and a premium call center to be built.

To configure night service:

Select an Action
- None - Calls run through the call center normally.
- Perform busy treatment - Follow the busy setting of the call center which by default sends the call to voicemail.
- Transfer to phone number / SIP-URI - Forward the call to a specific extension or phone number
Use the option Force night service now regardless of business hours schedule to enable night service anytime.
Choose a Business Hours schedule from the drop-down menu.
Optional settings
- Allow feature access codes to configure forced forwarding - This allows any supervisor of the call center to use Feature Access Codes to enable or disable night service.
- Play announcement before holiday service action - This allows for an announcement to be played before the action is taken use the audio options below to play a custom message.
- Announcement to play in manual override mode - This allows for a custom announcement to play if night service is manually enabled through either settings or feature access codes.
Click Apply.

Bounced Calls - Control when calls bounce back to the queue.

All settings in the Bounced Calls menu are optional:

Bounce calls after ___ rings - Define the number of times a call will ring an agent's phone before bouncing back to queue. Each ring is approximately 5 seconds.
Transfer to phone number / SIP-URI - If a call bounces, instead of going back to the front of the queue transfer it to a phone number or extension.
Bounce calls if agent becomes unavailable while routing the call - Call Center Professional Required. If an agent sets themselves unavailable while their phone is ringing bounce the call back to the queue.
Alert agent if call is on hold for longer than ___ seconds - Notify the agent if a call from the queue has been on hold for a pre-defined number of seconds. This will only work for the agent's primary device.
Bounce calls after being on hold by agent for longer than ___ seconds - Bounce the call back to the queue if an agent leave the caller on hold for more than a pre-defined number of seconds.

After adjusting the settings, click Apply to save any changes.

Comfort Message Bypass - Call center enterprise required. Configure the call center to play a different message if there is a short estimated wait.

Comfort message bypass requires agents to have a call center enterprise license and a premium call center to be built.

This setting uses the Default handling time setting in the estimated wait section of Call Center Announcements.

To configure comfort message bypass:

Enable Comfort message bypass
Set the time for Bypass comfort message when estimated wait time is less than ___ seconds.
Configure optional setting
- Play announcement after ringing for ___ seconds - If enabled, this will play a custom announcement if the call is not answered within the set amount of time.
Click Apply.

Overflow - Control what happens to calls if the call queue fills up or a call is in the queue for a set amount of time.

NOTE: If you overflow a call to another queue the overflow timer will be cumulative unless in the overflow queue has the Reset caller statistics upon entry to queue enabled in the call center settings.

To configure overflow:

Set the action
- Perform busy treatment - Follow the busy behavior of the call center, by default this goes to voicemail, but can be adjusted by configuring call forwarding busy.
- Transfer to phone number / SIP-URI - Transfer the call to the listed phone number or extension
- Play ringing until caller hangs up - The caller will hear ringing until they hang up, the call will not be answerable by any agents.
Set optional settings
- Enable overflow after calls wait ___ seconds - Callers will follow the overflow policy if their time in queue reaches the set time.
- Play announcement before overflow processing - This allows for an announcement to be played before the action is taken use the audio options below to play a custom message.
Click Apply.

Stranded Calls and Stranded Calls - Unavailable - Call center professional or enterprise required. Control what happens to calls when all agents are signed out or in an unavailable status.

Stranded calls and stranded calls - unavailable require agents to have a call center professional license and a standard call center to be built. Both stranded call options are very similar in how they are configured.

To configure either stranded call option:

For Stranded Calls - Unavailable define if the policy goes into effect if a certain number of agents are using a specific unavailable code along with every agent being unavailable.
Select an action
- Leave in queue - Default action. Callers will remain in queue until either an agent becomes available or the caller hangs up.
- Perform busy treatment - Follow the busy behavior of the call center, by default this goes to voicemail, but can be adjusted by configuring call forwarding busy.
- Transfer to phone number / SIP-URI - Transfer the call to the listed phone number or extension
- Night Service - Call Center Enterprise license required with a Premium call center built. Follow the Night Service settings.
- Play ringing until caller hangs up - The caller will hear ringing until they hang up, the call will not be answerable by any agents.
- Play announcement until caller hangs up - The selected announcement will play on loop until the caller hangs up
Click Apply.