Agent failover automatically re-routes a call to the next available agent when the first agent does not answer within the dial timeout (default: 30 seconds). This prevents calls from being lost due to a single agent not picking up.
How it works
- SureConnect routes the call to the best available agent (Agent A).
- Agent A's softphone rings for 30 seconds.
- If Agent A does not accept the call, the dial times out.
- SureConnect automatically tries the next available agent (Agent B), excluding agents who already did not answer.
- This process repeats until an agent answers or all available agents have been tried.
What happens when all agents fail to answer
- Queue enabled: The caller is placed in the call queue to wait for an agent to become available.
- Queue disabled: A callback is created with the caller's information and the call ends.
Agent impact
When an agent does not answer a failover call, their availability is not automatically changed. However, SureConnect tracks which agents were attempted on each call to avoid routing back to agents who already missed the call.
Agent failover uses the same routing rules and distribution mode as the original routing attempt. The only difference is that previously attempted agents are excluded from consideration.
Combine failover with the call queue for maximum call recovery. If failover exhausts all agents, the queue holds the caller until someone becomes free.