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Reply To: Spikes in call volume

Concourse Group

We would advise our customers to use overflow to a hardware solution, such as a low-end VRU, automated attendant, or even an announcer, on the back end to deal with this type of unexpected overflow if it is of relatively short duration and the occurrences aren’t particularly pervasive. If, however, they last fairly long, but are infrequent, a front-end solution might be a better idea. If they’re long duration, and fairly frequent, we’d recommend a front-end solution, most likely a VRU. Pacing out of the front or back-end hardware can be coordinated with call volume by pacing the software routines’ complexity according to the traffic volume.