Queues and Groups

Organize your agents in Groups and Queues. Call Queues allow calls to be queued whilst agents (members of a call queue) answer calls. If all agents are busy, calls do not go unanswered but wait in a queue until an agent is available to take the call. You could upload and play a custom promotional message or music while customers are waiting in queue. Multiple inbound numbers can be routed selectively to different groups of agents, for example sales, billing, support etc., each with its own custom queue recording.

For example, you can define a group of three sales people (agents) and have the general number route to the sales queue. If all three sales agents are busy, callers will be kept in the queue until the next sales agent is free. If more than one agent is free you could have calls ring all agent extensions simultaneously, in sequence or the agent extension that has been the most idle. You could even have agents being members of more than one queue.