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Call overflow, load sharing and failover are routing features designed to prevent missed calls and keep inbound services running smoothly during busy periods or disruptions.
These features work at the network level, before calls reach your phone system.
Call Overflow
Call overflow redirects calls when the primary destination cannot answer.
How it works
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Calls ring the primary destination
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If unanswered or busy after a set time, calls overflow
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Calls are sent to an alternate destination
Overflow can occur multiple times in sequence.
Common uses
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Sending calls to a backup team
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Redirecting calls to mobiles during peak times
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Ensuring calls are answered rather than dropped
Load Sharing (Call Splaying)
Load sharing distributes inbound calls across multiple destinations.
How it works
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Calls are split between destinations based on defined percentages
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Distribution happens over time, not per individual call
For example, 70% of calls may route to one team and 30% to another.
Common uses
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Balancing workloads across teams
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Supporting multiple offices or call centres
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Managing capacity differences between locations
Failover Routing
Failover routing activates when a destination becomes unavailable.
How it works
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The system detects unavailable destinations
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Calls are automatically rerouted to backup locations
Failover is commonly used for:
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Internet outages
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Phone system failures
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Office closures
Final Fallback Options
Most inbound services include a final fallback, such as:
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Voicemail
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Recorded announcements
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External answering services
This ensures calls are handled even if all destinations are unavailable.
Combining These Features
Call overflow, load sharing and failover are often used together.
For example:
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Calls are load shared during business hours
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Overflow is used during peak times
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Failover activates during outages
This layered approach improves reliability.
When to Contact Pickle
Contact Pickle if you:
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Are missing calls during busy periods
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Want to add redundancy to your inbound setup
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Need help designing overflow or failover rules
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Are preparing for campaigns or growth
We can review your call patterns and recommend a resilient routing design.