Use cases

Overflow call handling for launches, sales and peak seasons

When the queue grows, the agent takes the calls your team cannot reach, resolves the simple ones and schedules call-backs for the rest.

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The problem

Call volume is not flat. School registration week, a Ramadan promotion, a product launch or a service outage can triple your calls for a few days, and hiring for a peak is slow and expensive.

Callers stuck in a queue hang up, call again and clog the queue further.

How the agent handles it

1
Route calls to the agent when the wait exceeds a threshold, when all lines are busy, or for specific menu options.
2
It resolves the common requests itself: status checks, bookings, FAQs, order changes.
3
For everything else it books a call-back slot in your team's calendar and sends the caller a confirmation, so nobody waits on hold.
4
Your team works through the call-back list in order, with the caller's details and request already written down.

Example call

Agent
Thank you for calling Horizon Academy. Our registration team is helping other parents right now. I can answer questions or book a call-back. How can I help?
Caller
I want to register my son for Grade 4 and I have questions about the bus.
Agent
I can help with both. Grade 4 places are open and the bus covers Al Barsha, Jumeirah and Mirdif at 2,800 dirhams a term. Shall I book a registration call with an advisor?
Caller
Yes, this afternoon if possible.
Agent
An advisor can call you at 3:15 or 4:45 today. Which one?

What you get

Hold times capped, even on your busiest day of the year
A large share of peak calls resolved without a human
Call-backs scheduled instead of abandoned calls
Capacity that scales to the day and costs only when used

Tools this use case connects to

SlackVerifiedMessaging & team chatSlack is a channel-based messaging platform. With Slack, people can work together more effectively, connect all their…Google SheetsVerifiedSpreadsheets & databasesGoogle Sheets is a cloud-based spreadsheet tool enabling real-time collaboration, data analysis, and integration with…HubSpotVerifiedCRM & salesHubSpot is an inbound marketing, sales, and customer service platform integrating CRM, email automation, and analytics…Microsoft TeamsMessaging & team chatMicrosoft Teams integrates chat, video meetings, and file storage within Microsoft 365, providing virtual collaboration…Google CalendarVerifiedCalendars & bookingGoogle Calendar is a time management tool providing scheduling features, event reminders, and integration with email…

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What it costs

This use case fits the Starter plan at $49/month, with 150 minutes and 1 phone number included included. Beyond that, calls cost $0.25/min for standard voices. No contracts. Integrations are included from the Growth plan.

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How does overflow routing work?

Your phone system or carrier forwards calls to your AgentCalls number on busy, no-answer or after a timeout. The agent can also be a menu option.

How many calls can it take at once?

Concurrency depends on your plan: 2 on Starter, 5 on Growth, 15 on Scale, more on Enterprise.

Can it hand calls back to a human mid-call?

Yes. It transfers to the number you set when a caller asks or when your rules say so.