Help CenterA Call Queue is designed to manage high volumes of incoming calls, letting callers listen to Hold Music until it's their turn to be connected to an agent.
Call Queues are not recommended for most businesses and are generally used by Call Centers that have agents dedicated to answering incoming calls. If you have any questions, don't hesitate to call Support at (435) 466-2646 option 1.
Create and add a Queue:
- Log into admin.mangovoice.com as an Administrator
- Click the + next to Extensions
- Click Call Queues
- Click the blue New Call Queue button
- Give it a name. You can leave the Number as the default.
- Omit From Directory means that the Queue won't appear in the Directory on a Yealink desk phone. Usually this setting is left as-is.
- Please see Call Queue FAQs and Settings for information about the Agent and Caller Settings.
- Click the orange New Call Queue button
- In the Members section below, add the agents that may receive calls from this queue
- Agents in this list will only receive calls if they are logged in. For more information, please see Log In and Out of Queues.
- Click the orange Update Call Queue button
- Add the Call Queue to the Switchboard to make it live.
- See Queue - Switchboard Object for more information about adding a queue to the Switchboard.
FAQ
Why might a Call Queue not be right for my business?
- If your business has low call volume or limited staffing, a Call Queue adds unnecessary complexity and may increase your customer's wait times.
- Instead of going to voicemail, your customers will be on hold until there's an available agent and may choose to hang up.
Can I receive assistance to configure a Call Queue to meet my business's needs?
- Of course! Please call our Support Team at (435) 466-2646 option 1, email them at support@mangovoice.com, or schedule a meeting at mangovoice.com/help-desk.