Call queue
A call queue holds incoming callers in line, usually with music or messages, and connects each caller to the next available team member according to a distribution method.
How a call queue works
When more people call than a team can answer at once, a queue keeps callers waiting in line instead of sending them to voicemail straight away. While they wait, callers hear music on hold or recorded messages. When a team member is available, the queue offers the next call to them using a distribution method. If the wait gets too long, a fallback — voicemail or another team — takes over.
Common distribution methods
- Round robin — calls rotate between team members so the load is shared.
- Ring all — every available member rings and the first to answer takes the call.
- Random — the next call goes to a randomly chosen member.
Call queue or ring group?
A ring group rings a set of people for a fixed time and then moves on. A queue is designed for waiting: it holds callers until someone is free. Teams with steady call volume, such as support or billing, usually use queues.
Call queues in phone.systems™
In phone.systems™ a queue is the Queue object in a call flow. You choose the members and the distribution method (round robin, ring all or random), select music on hold from your audio files, and connect the Queue's exits to what should happen next, for example Voicemail.
Queues usually sit behind a Voice Menu. A typical setup has a main menu leading to separate Sales, Support and Billing queues. Wait time, talk time and lost calls are recorded in Call Analytics, which also shows average wait time. See routing calls between departments.