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United StatesYou're on TV on Saturday. Call us on Thursday.
A broadcast, a campaign or a viral post can multiply your call volume within a few minutes. If we know about it in advance, your line is set up for it before the first call comes in, with capacity reserved, the queue adjusted, an overflow ready and someone keeping an eye on things while it happens.
The question we ask in advance: how many callers do you expect? That is the number we reserve the lines for.
Saturday 20:00–20:45 · example
peak active
- Received
- 1,284
- Answered
- 61%
- Engaged tone
- 0
Whatever is not answered straight away goes into the queue or to the overflow destination.
Three ways a good campaign still goes wrong
The money has already been spent before the phone rings, which is exactly what makes a peak so expensive.
An engaged tone after an advert
You paid to get that caller to ring you. They hear an engaged tone, don’t try again and move on to the next result in the search. The cost has been paid, but the conversation never happened.
Nobody knew it would be tonight
Marketing plans the broadcast and the people on the phones hear about it afterwards. The queue is set to three minutes, there is no overflow, and the message still talks about normal opening hours.
Only on Monday do you see what you missed
During the peak nobody knows whether it is going well. The fact that two hundred callers gave up only shows in a report on Monday morning, when the campaign is already over.
The engaged tone costs more than the campaign
In a peak, the telephony is not the issue. What matters is everything you have already spent to make that phone ring.
Beforehand
Airtime, advertising budget, a campaign that took months to prepare. Every caller who gets through is a return on that money, and every caller who gives up is a loss of it, on top of the missed call.
Afterwards
The capacity to take those calls is a fraction of what it cost to generate them. That makes the sums simple, and it is the reason why arranging this in advance is almost always worth it.
Your number does not run on a physical line in your server cupboard that can fill up, and there is no exchange in between that drops calls when it gets busy. But capacity is not infinite: how many calls can come in at the same time is a number of lines we reserve for you. That is why this starts with a question (how many callers do you expect?) rather than with a button.
Three days ahead is enough
- 01
You register the peak
you, in advanceWhen, for how long and above all how many callers you expect, because that is the number we reserve the lines for. A broadcast at eight in the evening needs something different from a campaign that runs for three weeks.
- 02
We reserve the capacity
us, before the peakThe number of lines is fixed, the queue is adjusted to the expected volume, and a temporary overflow destination is added, along with a separate message explaining that it is busy if you want one.
- 03
You watch live
duringDuring the peak you see what comes in, what gets answered and what goes to the overflow, so that you can still adjust things during the evening instead of reading about it on Monday.
Afterwards everything goes back to your normal settings. Your fixed routing is not touched.
What happens to the caller who cannot be answered straight away
How long someone waits
max. waiting timeThe maximum waiting time before the caller is sent somewhere else. For a peak you set it shorter than usual, because keeping callers moving matters more then than the order in which they rang.
Where the overflow goes
overflowTo voicemail, to a call-back request, to an extra team or to a second number. Temporary, and only for this peak.
What the caller hears
temporary messageA separate message for this evening, saying that it is busy, what the expected waiting time is, or that they will get through more easily tomorrow.
Who keeps an eye on it
live viewWho has the live overview in front of them during the peak, and who gets a call if things do not go as expected.
What customers ask about this
Then the capacity reserved for you applies, and that is set for your normal level of calls. If far more come in all at once, the queue absorbs the first wave and the rest goes to your overflow destination. That works, but it is less than what would have been possible with a few days of preparation, and nobody is watching live.
A few working days is plenty. If it is a campaign lasting weeks rather than one evening, we also look at how the calls spread over the day, since a TV peak lasts twenty minutes while a radio campaign spreads out.
No. The temporary cover sits alongside your fixed routing and disappears again afterwards. Your numbers, extensions and forwarding stay as they are.
Yes. You change destinations in real time, so if things do not go as expected, you move calls to another team without ringing us. If it needs a different set-up of the call flow, that is work we do.
As many as there are lines reserved for you. That is not a technical limit of the platform but an agreement: you tell us how many callers you expect and we put the capacity in place. For a TV peak that is a different figure than for an ordinary Tuesday, which is why this is a conversation in advance rather than a slider in the dashboard.
Yes. The call statistics show per number how many calls come in per hour and where the pressure is, and a new call appears there within a few minutes. Through the API you pull the same call records and per-number statistics into your own dashboard.
Yes. You set up your own welcome message for peak moments that tells callers about longer waiting times and asks them to stay on the line, so that expectations are clear and fewer people hang up early.
When is it happening?
Give us the date and how many callers you expect, and we will reserve the capacity and set up the cover.
