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Call Overflow

Call overflow refers to incoming calls that arrive when all available lines or staff are busy. Overflow handling routes these extra calls to a backup, such as another team member, an answering service, or an AI receptionist, so they are answered instead of missed.

During busy periods, more calls can arrive than the team can handle at once. Without a plan, these overflow calls go to voicemail or ring unanswered.

Overflow handling directs the excess to a backup destination. A common setup uses conditional call forwarding so calls that hit a busy or unanswered line are passed to an answering service or AI receptionist.

This lets a business absorb spikes in call volume, such as during a promotion or seasonal rush, without hiring extra staff just to cover peaks.