Call center
What solar installers do when every agent is busy
Overflow here means the caller waits. Solar installers keep a call about a homeowner calling about an install or a monitor alert in the queue while the people who take calls finish the conversation they are already on.
Busy is not a hangup
The queue holds the caller and keeps ringing agents who are allowed to take calls. Solar installers do not need a second phone system for the busy hour.
Who should be in the ring
Add every person who can help with a homeowner calling about an install or a monitor alert. A queue with one agent overflows the moment that person is on a call.
When waiting is the wrong answer
If solar installers want a person off-site to hear the call, forward the location number to a mobile. A queue does not dial that mobile by itself.
FAQ
Is there a callback button?
No. The caller waits in the queue until an agent answers. Solar installers can still text them later with the SMS API if they opted in.
Does overflow turn on the receptionist?
No. The receptionist is a location setting. A full queue does not start the assistant.
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