Call Queues

Do you have a busy office? this features is for you!

Call Queues allow calls to be queued whilst agents (staff members of a call queue) answer calls.

Instead of calls going unanswered, the call is queued (placed on hold). For example, you can define a group of three sales people, and have the general sales number route to a sales call queue. If all three sales people are busy, callers will be kept in the queue until the next sales person is free.

Virtual Queue Plus expands the options available in the PBX queues, allowing you to assign dynamic queue penalty rules to escalate calls based upon the length of hold time. VQ Plus also allows you to create virtual queues to manage queue behavior and customize destinations.

 

Queue Call Back Option - Allow callers to optionally hang up their call and have the queue hold their position in line, saving them time and frustration. The system will automatically call the person back and transfer the call to an agent when the held position is considered the next in line.

 

Build Dynamic Queue Penalty Rules - Have the system call different agents based upon how long a caller has waited in the queue. For example, the queue might be set to try agents with a penalty of 0-3 for the first 30 seconds, then try agents with a penalty of 2-5 for the next minute.

 

Create Virtual Queues - A virtual queue allows you to change the settings of a queue before a call is routed to the queue. This reduces the need for agents to log into multiple queues. A virtual queue can affect settings including:

 

Expanded Queue Destination Controls - The standard queue module only allows you to send unanswered calls to a single destination, regardless of why the call was not answered. VQ Plus gives you the ability to set different destinations for different types of unanswered calls.

 

Post Hangup Destinations - VQ Plus adds the ability to route both the agent and the caller to any destination after hangup of a queue call