If required the system can divert the caller from the automated service to your organisation.
This feature recognises that, from time to time, callers may experience difficulties completing the automated process. This can provide such callers to be connected to external call centre agents at predefined points during the transaction: Never, All Calls, Only for failures or declined transactions and Only when authorised.
By selecting Never, calls would not route to an external call centre. In this event, callers would need to make contact via normal customer service methods.
If the option for audio assistance is selected, the additional set up pages, as detailed below, can be used to configure the telephone number and available working hours.