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, depending on the type of incoming number you are using:

1. Incoming Number: 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. Calls that do not meet dial-back critera will be displayed in Missed Incoming Calls. Read more about Dial-backs here.
2. Direct Incoming Number: 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.