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.
Once you're in a Switchboard, click on a Queue object at the top and drag it to the desired position. If there isn't a queue to select in the dropdown, see How to Create a Call Queue.
Routes
- Drop - This is the entry point of the queue and must be connected to another Switchboard object or the Start of the Switchboard.
- On Timeout - Each queue has a Max Wait Time setting and this is the path that will be followed if a caller waits for that amount of time.
- On Escape - Users can press # to escape the queue and follow this path.
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 use this as the first item in a Switchboard?
- Yes, but calls will route to the Queue regardless of the time of day. If you would like to the queue to only work during certain hours, put a Schedule before it.