Call Queues

Manage inbound call volume with automated call queues.

Example of setting up a call queue

What can I do with call queues?

  • Create separate queues and rules for different departments.
  • Automatically route callers to agents in any location.
  • Limit the amount of time callers are hold before re-routing them to another option.
  • Offer callers a callback, so they keep their place but don’t have to wait on the phone.
  • Announce the queue name to the agent prior to connecting the caller.
  • Enable agents to sign in and out of queues as they leave work or go on break.
  • View all your agents that are assigned to queues on your dashboard.

Use Case

Call queues are useful for managing incoming calls on busy phone lines. For example, an ecommerce business might experience spikes in sales calls throughout the day. With a fixed number of phone agents, a call queue can help manage calls during those peaks so potential customers aren’t lost.

Let’s say you have a team of agents and all of them are on the phone. The next caller to come in will hear your greeting and hold music, then automatically be connected to the first agent to become available. You can announce the caller’s position in the queue, offer a callback, and set a maximum hold time to mitigate the caller’s wait time. You can also name your queues by department, such as “US sales”, so your agents know where the call is coming from.

Example of selecting users for the call queue feature

Frequently Asked Questions

  • How many agents can I add to a queue?
    You can add an unlimited number of agents to a queue.
  • How many queues can I add?
    You can add an unlimited number of queues to your phone system.

Features Included in all Plans

Premium Features, Products & Services

  • 1 All inbound text messages are included. You can add outbound text messages to your plan.
  • 2 There is no porting fee for local US numbers. Some toll free and international phone numbers have a porting fee. Contact us to learn more.