Call Queues

Never miss a phone call with call queues. Organise your call flows with this features and map all your incoming calls to users, teams, pick up groups, extensions and voicemails.

Mall all your incoming calls by using Call Queuing

The call queue service forms part on an IVR system so that you can answer 100% of your calls, this service is offered as part of a hosted phone system’s inbound call management feature. It allows one to disperse incoming calls to other users in the organisation based on specific rules, sometimes such as specific skills.

In essence, a call queue places incoming calls in line to be answered while extension users are busy with other calls. The queued calls are distributed to the next available extension user in the order received or based on other criteria. As each extension can be configured with custom greeting, music on hold and messages, that means incoming calls are able to follow a correct pattern to be routed properly.

Premium Call Management Feature

With call queuing, there is reduced handling times as this is often a premium call management feature offered by cloud voip system providers. One can easily set their phone systems to accommodate for call queues in their cloud PBX. Therefore, there are many ways to queue calls for a quick and efficient service. Call queues require a team effort and that means users can log in and log out of the call queue to assist as and when, if there are other extension users who are busy with other calls, they can join the queue that will place the incoming calls to be answered by them.

Call Queue Scenario in IVR

Someone is calling, the call goes into a queue. Rule is if queue is empty, then call is forwarded to Salem, if Salem fails to answer (or he is unavailable/busy), then it’s passed to the Ricky. Now should Ricky be unavailable too, as the system normally will pass on the call to the next available user, the call queue will go in a loop to retry Salem and Ricky. If one of them is available, then the call will be connected. In the meantime, the call queue can initiate a greeting or music or hold mentioning “you’ve been placed on hold, all our agents are currently busy assisting other customers, please wait for an available agent, thank you”.

Sometimes, the person calling can hear the message “You are currently on position number 4 in the queue”, that is important to some businesses, as in terms of use case, they think it’s important to tell their customers the position they currently hold in the queue at regular intervals so that the business shows that it cares to inform. If none of them can pick up, there can be a configuration, if call is queued for more than 10 minutes, then can forward to a voicemail which takes a recorded message which could be sent to either Salem or Ricky or both along with the call details (caller ID and Timer).

Benefits of Call Queuing System?

  • It improves customer satisfaction as it informs the callers about what’s happening.
  • It is more advanced than a ring group and assigns calls based on a predetermined pattern.
  • If one has geographically dispersed businesses, it allows all users to function as one.
  • Automated call answering can be added to call queues for in and out of office hours.
  • Ability to better manage customers on the phone in a systematic and smart way.

Frequently asked questions

Ring All – all users will be rungRound Robin – anyone can be fairly targetedLeast Recent – the one who has least recently answered a callFewest calls – the one who has answered the fewest callsRandom – anyone can get it

Definitely, that is actually one very important benefit of call queues, businesses in multiple locations are able to function as one team. For example, one of your companies might be geographically dispersed, in the US and one in the UK. This feature will allow users to think that they speaking to one team even though there are two teams in two different locations.

A user can be placed in a call queue, when waiting, can also customise the greeting, the music on hold and also the message. Can also forward to a voicemail to leave their details, that voicemail can then be also forwarded to one or multiple users, could be done via email and text as well.

Call queuing is normally a premium feature for a business phone system. Call centres tend to use them all the time. This feature makes sure that customers who are calling are dealt with professionally. You find the call queue feature in our Premium package.

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