Configure language overflow

Language overflow offers a waiting caller a move to another queue. The caller hears the offer and accepts by pressing 1. Use it when a second queue — often one staffed in another language — can take the caller sooner than the queue they are in.

Language overflow asks during the wait: a caller who lets the offer pass keeps waiting in the same queue. Max hold ends the wait at a set limit: its end action either moves the caller to another queue with no question, or offers the caller a call back, and lets the caller leave a message when the line offers no call backs. See Set up queue overflow with Max hold.

Before you start

• The queue callers wait in, and the queue they can move to. Both are queues of this tenant.
• The words of the offer, in the language the caller hears.

Steps

1. Open Settings → Voice.
2. Under Phone numbers, select the phone number, then go to the Queues tab.
3. Select the queue callers wait in.
4. Turn on Override global settings, then find the Language overflow section.
5. Turn on Enable language overflow for this queue.
6. Set the fields below.
7. Save with Save overflow settings.

Target queue

Target queue is the queue the caller moves to when they accept. Pick a queue of this tenant. The caller keeps their wait in the first queue until they accept the offer.

Trigger strategy

The trigger decides when the offer is made. Set Trigger type to one of:

• Time-based — offer after the caller has waited a set number of seconds.
• Position-based — offer when the caller’s place in line is at or past a number you set.
• Estimated wait time (EWT) — offer when the estimated wait is at or above a set number of seconds.
• Combination (any threshold) — offer as soon as any one of the three thresholds is met.

Set the seconds or the position for each threshold you use.

Offer timing

Offer timing decides when the offer plays once the trigger is met:

• Immediate (when triggers are met) — play the offer at once.
• After delay — play the offer only when the caller has waited at least the number of seconds in Delay (seconds). The delay counts from the start of the wait, not from the moment the trigger is met. If the caller has already waited that long when the trigger is met, the offer plays at once.

Offer message

The offer message is what the caller hears. Tell the caller to press 1 to accept, in the language they hear. Pressing 1 accepts on every call. On many calls any key accepts, so do not offer a second key in the message; a caller who wants to stay simply waits, and the offer ends after a few seconds.

Set Message type to one of:

• AI voice — type the words. Atender speaks them in the language and voice you pick.
• Pre-recorded audio — upload an audio file.

Re-offer

Turn on Re-offer periodically to repeat the offer while the caller waits and has not accepted. Set Interval (seconds) for how often it repeats.

Priority in target queue

Priority in target queue decides where the caller lands in the queue they move to:

• Normal priority — the caller takes their place in the target queue in the usual order.
• Boosted priority (placed ahead in queue) — the caller is placed ahead in the target queue.

Verify it worked

Dial the number, reach the queue, and wait until the trigger is met. You should hear the offer. Press 1 and confirm the call moves to the target queue.

Troubleshooting

• Symptom: The offer never plays. Fix: Confirm language overflow is on for this queue, that a target queue is set, and that the trigger threshold is reached during the wait.

• Symptom: The caller hears the offer but pressing 1 does nothing. Fix: The offer waits only a few seconds for a key, so a caller who presses 1 after it ends stays in the queue; turn on Re-offer periodically to give them another chance. If the target queue was deleted, the caller also stays in the first queue: pick another Target queue.

See also

• Set up a call queue
• Set up queue overflow with Max hold
• Configure callback