A Call Queue is a feature which places callers into a regulated on-hold system of priority such that the caller with the highest priority (usually the caller on hold the longest) is answered before a caller with a lower one.
Call Queues are extremely useful when handling a large number of incoming callers at the same time. Callers can be placed in a queue to be answered by the first available representative (support representative), or placed in a queue which can be answered by a specific agent (sales rep.). While a caller is waiting in a queue, special music on hold and/or messages can be played to them. Users are also able to log in and out of certain queues. This can be useful for users who wish to take lunch and not have their phone ring or for situations where additional agents can be of use.
Queued calls have numerous options and configurations associated with them. A few of them are:
- Call recording
- Agent ring options
- Ring all agents
- Ring available agents only
- Ring certain agents only
- Alert agent how long a caller has been holding prior to answering call
- Call queue 'weight' to apply priority to calls from different queues which would be answered by one group of agents (i.e. support calls are higher priority than sales)
- Fully customizable timing and messaging options (how long a caller waits on hold, how often to play a message, automated message which estimates on-hold time, and more.)