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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.