call queue

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The call queue feature is a function of a phone system that allows incoming calls to be placed in a virtual queue, or line, until an agent or representative becomes available to answer the call. This is commonly used in call centers, customer support teams, and other businesses where a high volume of incoming calls needs to be managed efficiently.

When a call comes in, it is placed in the queue and the caller is typically greeted with a recorded message or music on hold. The call is then routed to the next available agent in the queue based on a predetermined set of rules, such as the order in which calls were received, the availability of agents, or the specific department or skill set needed to handle the call.

Call queue systems may also include features such as estimated wait times, call-back options, and queue prioritization for certain types of calls or customers. Some call queue systems may also integrate with other customer service software, such as customer relationship management (CRM) platforms or helpdesk systems.

Call Queue helps thrive your business.

Benefits of Call Queue Feature


Create your own queue by deciding which of the extensions should have a queue to set call queue for maximum hold time. Announce caller position in the queue to distribute the incoming call traffic and efficiently manage the workload in your company while attending all your clients in the order received.

Use Waiting Period Efficiently

While waiting for an agent to answer the call, educate the caller with new promotions. Share number of position in the queue to make pre-call announcement to entertain callers with a variety of music on hold or messages.

Call Queue Strategies

Using IVR along with call queue feature can encourage customers to get response in the shortest time possible. Distribute the incoming calls evenly to all agents in a specific department or office, or have certain members receive more calls than others. This is commonly used in call enters. Use ring all strategy to reach the first available agent in the queue. Phones ring for all the agents at the same time, and the first one to answer gets the call. Sales and customer support use the approach of connecting the caller with the agent who has been waiting the longest between calls.

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