The Call Queue feature is a very efficient method of handling higher call volumes. When a customer enters a queue they are held there until the next available call handler can take their call. If the call handler is immediately available then the customer will proceed to be connected directly to an operator. However, if all operators are busy handling other calls then the caller will wait in the queue until an operator becomes available .
While waiting in a queue the caller could hear any of the following Types of messages:
- Welcome message
- Position in the queue
- Estimated number of minutes before their call is answered
- A marketing message
- An option to quit the queue and return to the main menu or leave a voicemail
- Music in the queue
A queue can be accessed in a number of different ways:
- Via a voice menu
- Directly from the beginning of a call
- From a time of day routing routine
- Via pin access control
- Via CLI based routing
- Via calendar-based routing
- As a divert option On an individual’s extension
- As the last part of a hunt group
Queues can be made up of a single operator or multiple operators. These operators can be made active based on the time of day or the day of the week. An operator can be active for different periods of the same day, when the operator is not active than their telephone will not ring and they will not be a part of the queue Answering. A queue cannot use external telephone devices such as landlines all mobiles and can only include VoIP devices.
Operators who would answer calls need not be in the same building, in fact they can be in any location anywhere in the world, and the phone will ring at the same time as everybody else in the queue operator group. This gives your organisation ultimate flexibility and you can utilise your resources to their maximum potential. You can have operators in different parts of the world and their phones will automatically become active as per the schedule in your Control Panel.
The following packages include call queues:
Call Queues is a very powerful way of managing high call volumes with limited resources.
A call queue can be created on the following packages:
Multi User VoIP
A queue will stack callers and hold them in the queue until one of 3 things happens:
- The call is answered by your operative
- The caller abandons the queue by opting to leave a Voicemail or even being routed to a live answer services or VIP routing system.
- Abandoning the call by hanging up.
Whilst in the queue the following events can happen which are controlled by you:
- Message in Queue
- Music in Queue
- Queue position announcement
Queues can be used in conjunction with:
- Time of Day Routing sequences
- Voice Menus
- CLI based Routing
- Calendar based Routing
A Queue will usually be marshalled with the use of Voice Prompts
The following voice prompts can be created to communicate to the customer while in a queue:
- Welcome Message
- Queue Position
- Length of Queue (Hold Time)
- Periodic Announcement (Marketing Message plus instructions on how to leave a voicemail if unable to hold, or indeed perhaps an instruction to take another option if the caller cannot wait)
- Queue Voicemail
There are many things you can do if a customer wants to leave a queue, here are a few examples:
- Send them to a Voice Menu
- Send them to Voicemail
- Offer them a VIP Queue jumping service using PIN ACCESS Control
- Send to someones Mobile
- Send to a Love Answer Service
- Send them to Reception to take a message
To manage the calls at the end of the queue you simply add operators who can be assigned hours of operation dependent on their availability.
You can also assign a TAG to the call so that if members from a technical team see that there are sales calls going unanswered, they too can pick up the calls.
Calls within a queue can be recorded, however, we advise you not to record phone conversations without informing the caller.
Normally, a queue can only be used with VoIP extensions.
However, we do have a solution from an alternative supplier that will allow you to send queues to landlines and mobiles:
Here Is How Call Queuing Works:
- You take a new number from us
- We build your number with call queuing on:
2.1 You can choose to queue up to 50 callers.
2.2 You can choose to tell the caller the position in the queue.
2.3 You can choose comfort messages.
2.4 You can choose on hold music.
2.5 You can ask your customer to leave a message if the queue is too long.
- We point the new number to your existing office.
- Someone calls you on your new number.
- If your phone is busy we will automatically queue the call.
- As soon as you become free we patch the call through to you.
- You speak to your customer