(9.0+) Routing Safeguards

Routing Safeguards protect the system from situations that could occur when calls are being moved by the ACD or Callback.

Minimum License Threshold for Callback Offer

DescriptionValues
  • Minimum number of voice licenses that must be available before a callback will be offered.
  • Determines whether to offer a Second Chance callback.
  • Also determines whether to offer a regular callback when using VIS.

Valid: 1 - 99999

Default: 1

Timeout - Routing After Inbound Route Request

DescriptionValues
When the system transfers a call, but doesn't receive a "call queued" event, the system waits this amount of time before the call is reported as a "route failure."

Valid: 00:00:00 - 23:59:59

Default: 00:00:05

Timeout - Routing to GlobalCall IVR*

DescriptionValues
When the system transfers a call to the GlobalCall IVR, the system waits this amount of time for a positive acknowledgement before the call is reported as a "tranfser error."

Valid: 00:00:00 -23:59:59

Default: 00:00:15

Timeout - Transfer Off IVR

DescriptionValues
When the system transfers a call from the Callback callflow or IVR to another queue, the system waits this amount of time for a positive acknowledgement before the call is reported as a "transfer error."

Valid: 00:00:00 - 23:59:59

Default: 00:00:15

Timeout - Outbound Treatment Start

DescriptionValues
Maximum amount of time system waits to receive notification that a call was connected or failed. The call is reported as a failed attempt and the call is attempted again based on retry settings.

Valid: 00:00:00 - 23:59:59

Default: 00:01:00

Timeout - Receiving an Out Fate

DescriptionValues
  • Sets the maximum amount of time between requesting to make an outbound dial attempt and receiving an indication that the outbound call was completed.
  • If maximum time expires, the callback is marked as failed because no response was received from the IVR.

Valid: 00:00 - 23:59

Default : 00:03

If users are allowed to reschedule callbacks, set this value higher than your average maximum outbound call time.