Whilst auto-attendants are intended to let callers choose the required destination for their call themselves, there may be cases where this fails. For example, when the system does not detect any response from the caller or when it cannot match the response to any of its configured options.
There are a number of fallback routes that can be applied to calls in such scenarios:
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Stage
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Fallback Route
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Fallback Action
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This option is used when the number of times the auto-attendant has waited for a valid response exceeds the Menu Loop Count. It can be configured to perform a chosen auto-attendant action. Otherwise, the system ends the call.
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Park and Page Fallback Number
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If the caller selects a Park & Page action, their call is parked and waits to be unparked. If the call is still parked after a number of page attempts configured for the action, it is transferred to the action's configured Fallback Number.
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External Call Fallback Extension
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This is an incoming call route setting. For external calls routed to an auto-attendant from an incoming call route, it is used if for some reason the auto-attendant service is not available.
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