Inbound
Queue treatment is a choice, not a hope
DNIS, run state, scripts, overflow, schedules, and the pause between calls.
Inbound campaigns ยท practice ยท 12 min full read
The inbound topic allows custom prompts and hold music, a message when agents are unavailable, voicemail, and a forward to a third party. Those are different exits. Hold music is not voicemail. A forward leaves your agents entirely.
- Choose an overflow module
- Do not use a stopped campaign as a prompt
Third Party Transfer is an IVR module in the modules list. Voicemail Transfer is another. Picking the wrong one is a routing bug, not a carrier bug.
Name the exit before the queue melts.
Draw overflow
Pick one branded exit for a 10-minute queue.
- Choose voicemail or third party
- Name the module
- Say what busy would sound like instead
The exit is a module, not a stopped campaign.
- Hold vs voicemail? Different.
- Third party module? Third Party Transfer.
- Voicemail module? Voicemail Transfer.
- Stopped campaign as overflow? No. Callers hear busy.
- Inbound campaigns. vendor. last checked 2026-10.
- IVR modules. vendor. last checked 2026-10.
- Interactive voice response. wikipedia. last checked 2026-10.
Glossary. Skill Transfer: Sends the call toward one or more skills. No skill selected means the Default queue in the community write-up. Skill Transfer functions
Sister technologies. ServiceNow Plus adapter. Service Operations and Configurable workspaces. Release names in the PDF this lab read: Australia, Zurich, Yokohama. ServiceNow Plus adapter
Config. Pick one branded exit for a 10-minute queue.
Troubleshooting. The campaign is stopped at night instead of playing a closed message. Keep a running campaign whose script plays the closed treatment, or use the IVR schedule the admin guide describes.
Cross-platform bridge. A mapping to another PBX or contact center is a teaching bridge. It is not an import button.
Future hook. The guide's cloud endpoint stays unset. Confirm before relying on a dated catalog or a case-study number.