Glossary
What is call overflow handling?
Call overflow handling catches calls that can't be answered because the line is busy or staff are occupied. Overflow calls are routed to a backup — an answering service, a voicemail-to-text system, or an AI receptionist — so callers reach a response instead of a busy signal.
When overflow happens
Overflow is common during rushes, lunch hours, and marketing spikes, or any time more calls arrive than the team can pick up. Each unanswered call is a potential lost customer, so a reliable backup path matters.
Ways to handle overflow
Options include forwarding to a second number, a live answering service, or an AI receptionist that answers unlimited simultaneous calls. AI handles overflow without per-call staffing, so a sudden surge doesn't mean missed calls.
See also
Related terms
Ahoya is an AI receptionist that answers every call 24/7.
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