Call Queuing
Even in the age of WhatsApp and "X" phone calls remains the vital tool for business.
A Call Queue is a powerful application for managing incoming calls, providing giving any businesses the sophisticated call routing used by large corporations. When paired with an Auto Attendant (IVR) and Time Schedules, a call queue ensures each call is directed to the right department or person, no matter location or time zone. By intelligently routing calls, a Call Queue enhances the customer experience and keeps your team organized and efficient.
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Select Switchboard > Select Your Number.
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Select Inbound > Call Queuing > Config Queuing Preferences
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Click Save settings to update.
With the Call Queue Strategy, you can set the frequency routine you want your Agents to be taking the calls. Use the following rules:
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Ring All – Simultaneously calls all agents in the queue.
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Round Robin – Rings the available agent following the order of the agents.
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Least Ring – Calls the Agent with the least recently called
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Fewest Calls – Calls the Agent with the fewest completed calls
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Random – Randomly calls available Agents
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Memory Round Robin – Takes turn ringing once each available agent is in the queue.
Additional Features
You can further customize how the caller in the Queue is provided information on the expected time in the queue, as well as provide valuable feedback to the Agent as the call is transferred.
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“Position in queue” will announce the caller’s position in the queue.
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“Hold time to agent” will notify the agent of the time that the caller has been in the call queue.
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“Active call queue beep” enables the agent on a call to be notified that there is a call in the queue. ONLY when this setting is enabled the agent can then transfer current calls, between agents, and accept a new call in the queue.
Time schedules
Customize your own Time schedules Work Hours, Available Hours, and User-Defined Hours.
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Select Switchboard.
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Select your Number.
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Select Preferences > Time Schedules