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What is call queue and how does it work?

April 26, 2017Queue

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What is call queue and how does it work?

1 Answer

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10 Posted

Call queues, often used in fortune 500 businesses, allow your agents to take calls for a single extension or phone numbers. The calls will be distributed among your agents based on their availability. For eg: you may be receiving lot of calls to your support extension. Call queue will manage the callers instead of sending them to voicemail when your agents are busy. Call queues routes the calls to the agent who is free or who is knowledgeable based on the call rules. If all the agents are busy, the caller is kept on hold till one of the agents becomes available.