An overflow call refers to a telephone call that is redirected to a secondary line or agent when the primary line or agent is busy or unavailable. This can occur in call centers, customer service departments, or any situation where a high volume of calls is expected. The purpose of an overflow call is to ensure that all incoming calls are answered in a timely manner, even during peak periods. It allows for efficient handling of calls and prevents customers from experiencing long wait times or being unable to reach a representative. Overflow calls are typically managed through automated systems or by designated staff members who are trained to handle overflow calls effectively.