Short answer
With parallel or predictive dialing, two people sometimes answer at once. By default, the second hears your abandon message. Turn on "Pass them to a free teammate" and they're handed to another agent on the same campaign who's waiting for a line and allowed to take that lead: the longest waiting, in turn, or the best skill match.
Parallel and predictive dialers ring several numbers per agent to cut waiting time. Most of the time, one person answers. Sometimes two do, and the agent can only talk to one.
Without overflow
The second person hears the campaign's abandon message, which names your company and gives a callback number. That keeps you on the right side of abandoned-call rules, but a live person who picked up is lost.
With answered-call overflow
Turn on Pass them to a free teammate in the campaign's *Answered calls when the agent is busy* section. When a second person answers:
- DialerDay looks for another agent on the same campaign who is waiting for a line, not already talking.
- That agent must be allowed to take this lead: licensed state, skills and owner rules all apply.
- The line moves to that agent's session, as if their own dialer had connected it.
- If nobody is free, the person hears the abandon message as usual.
Which teammate
| Choice | Picks |
|---|---|
| Waiting the longest for a call | The agent who has been waiting longest |
| In turn (round robin) | The next agent after whoever got the last overflow |
| Best skill match for the lead | The agent with the best skill match for this lead |
Why it matters
- Fewer abandoned calls. Calls you'd otherwise drop reach an agent, which protects your abandon rate.
- More conversations. On a team of 10, a free teammate is usually available.
- Same rules. Licensed-state and skill routing still apply, so overflow never sends a lead to the wrong rep.
What it doesn't do
- It doesn't reach agents on other campaigns. Overflow stays within the campaign.
- It's off by default. Turn it on per campaign.
- It isn't a transfer. The agent doesn't choose who gets the call. See transfers for that.