Allow inbound calls to queue up while waiting for an available agent
Call queues are a routing method used to distribute calls to a particular department or group of people. Queues are made up of “agents” who handle one call at a time based on the type of queue and their order within that queue.
Queues allow you to manage and process a large number of incoming calls (e.g in a call center). Typically, these callers need to be connected with a particular department, such as sales or support. Incoming calls are queued, and then the calls are distributed to the agents logged into that queue. When using phone.systems™, these agents may be either locally or remotely located, and they may even receive calls while traveling.
Queues fulfill a critical and necessary function in many businesses and must therefore be feature-rich and flexible. When using queues with phone.systems™, we offer a selection of ring strategies that are used to define how calls are distributed between queue members, options for playing music-on-hold or other messages to queued callers, and a configurable timer that defines the maximum time that a caller may wait in a queue until the call is sent to the voice mail.