Incoming Calls Journey


How an incoming call is dealt with depends on several factors, including if the number is already in the system, if there are agents available, and the settings configured in Incoming Configuration.

To see the whole flow, click the image to enlarge.

Key terms:

  • A-number: The caller ID
  • Transfer number: The number entered in Incoming Configuration that the lead will be transferred to
  • Incoming number: A standard number leads can call, to be connected to any agent in a chosen campaign
  • Direct incoming number: A number tied directly to a team or agent
  • DialBack: When a lead calls in and there are no agents available to take the call, the lead is placed in a DialBack queue. Once an agent becomes available, Leads in the DialBack queue are prioritised and called first, appearing as a DialBack in the dialer.

Incoming Calls Flow

 

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