In a blended campaign, which takes priority - inbound or outbound?
Inbound calls will take priority. If an inbound and outbound call are ready to be passed to an agent at the same time, the system will look to connect the inbound call first.
How are inbound calls passed to available users?
When an inbound call is ready to be passed to an agent, the system works through a two-step process to decide who receives it.

First, it checks the priority level assigned to each agent logged into that queue. Agents with a higher queue priority will be considered before those with a lower one. From that group, the system then looks at who has been in a ready state the longest and connects the call to them.

What script will users see when handling an inbound call?
The script displayed on an inbound call is determined by the Script Execution Policy applied to your system. To check this, go to Advanced>Settings>Script Execution Policy and review the Load Script From options. This will show whether the script loads the list associated with the lead or from the default list assigned to the campaign the agent is logged into.
How does the system match an inbound caller to a lead in the system?
When a call comes in, the system attempts to match the caller to an existing lead based on your Inbound Settings. You can review these under Advanced>Settings>Inbound Settings, where the following matching options are available.
  • Most Recently Called
  • Most Recent Connect
  • Oldest Called
  • Newest Import
  • Oldest Import
  • Skip Match - bypasses lead matching entirely

If you'd prefer not to apply system-wide settings, you can add a Lead Lookup element to your IVR instead. This lets you match the caller against leads in your system and, if needed, restrict the lookup to a specific list.

How does the system match an inbound caller, when there are multiple leads in the system?
This is controlled by your system settings under Advanced>Inbound Settings. For duplicate leads, you can either set the system to match to the first lead found, or allow the agent to search and select the correct lead once the call is connected.
What are the recommended audio settings for IVR WAV files?
The recommended audio settings for a WAV file placed within an IVR is the following:
  • Bit Resolution - 16 bit
  • Sampling Rate - 8,000 Hz
  • Audio Channel - Mono
How do I configure opening hours and out-of-hours routing in an IVR?
Utilise a Time Check element inside your IVR to control when calls are routed to your team and when they're directed to an out-of-hours message. Here's how to set it up

Step 1 - Open your IVR

Go to Admin > IVR and select your inbound IVR from the dropdown at the top of the page

Step 2 - Add the Time Check element

Drag the Time Check element onto the IVR canvas. Once it's placed, select it to open the settings panel on the right.

Give it a clear name so it's easy to identify, especially if you manage multiple inbound routes.

Select Add to create time blocks for each day you're open. You can configure up to 7 days in a single element. If you're closed on certain days (Sundays, for example), simply leave those days out.

Step 3 - Connect it correctly

The Time Check element has two outputs:

T (True). connects to your normal call route when you're open.

N (No match). connects to your out-of-hours message when you're closed.

Make sure to save the changes made to your IVR.

Closing for specific dates?

If you're closing for a bank holiday or a set period, you have two options. You can temporarily adjust the times in your existing Time Check element, or you can add a Blackout Days element to cover specific dates without changing your regular schedule. Just remember to revert any temporary changes afterwards, since the Time Check runs on a rolling weekly basis, not by calendar date.

Can I handle Public Callbacks on an Inbound Campaign?
No. Public callbacks are dialled by the system from the list, so they won't be triggered on an inbound campaign. To dial public callbacks, the relevant list will need to be placed under an outbound campaign.
How do I get new Inbound Numbers/DDIs?
Contact our support team and they'll be happy to help with your request.
How can I see live inbound queue activity?
The Live Queues page gives you a real time view of your inbound routes, showing you what's happening across your queues as it happens. You can also manage queue assignments directly from this page, simply drag agents into the relevant queue to adjust workflow on the fly.
How do I track abandoned calls?
Use the standard reporting suite to track calls abandoned while waiting in a queue. Under the Voice category, the Abandon Summary (Inbound) report shows all abandoned calls across your selected date range and filtered queues.
How do I set up overflow routing?
Overflow routing between teams/queues is managed within your IVR. By chaining queue elements together, you can route callers through one queue and if unanswered, have it pass through to the next queue element.

To set this up, add a Queue element to your IVR canvas and assign your first team's queue to it. Then connect the outputs of the element into a second Queue element, assigning the next team's queue.