# Queue treatment is a choice, not a hope

- 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.
- 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.
- Choose an overflow module
- Do not use a stopped campaign as a prompt

## Sources and go deeper

- [Inbound campaigns](https://documentation.five9.com/bundle/campaign-admin/page/campaign-admin/creating-campaigns/types-of-campaigns/inbound-campaigns.htm). vendor. last checked 2026-10.
- [IVR modules](https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/_ch-modules.htm). vendor. last checked 2026-10.
- [Interactive voice response](https://en.wikipedia.org/wiki/Interactive_voice_response). wikipedia. last checked 2026-10.