Configuring a call queue
Set up the call queue logic to manage incoming calls in a smart way.
To configure a new call queue, navigate to Call Queues and select + Create.
Provide a title for a call queue, for example, “Support line”. It will help distinguish this call queue from others.
- Associate a call queue with one or several phone numbers. All incoming calls to these numbers will be placed in a queue. Select phone numbers from the list. If the list is empty, consider buying a new phone number. See How to buy a new phone number? for more information.
- Additionally, you can specify an extension for your main company phone number that will lead to a call queue. An extension code should include three to six digits, e.g., 000 or 555111.
- Make your call queue sound professional - add audio prompts to keep your callers engaged while they are waiting for their turn in a queue. You can specify files from the Audio Library, upload, or generate new audios. Make sure to add a greeting message, an interactive message to listen to while a caller is in a queue, and music to entertain a caller while waiting.
- Avoid unreasonable long processing time - set the max queue wait time and the max queue size. If the wait time or queue size is exceeded, the caller will get forwarded to a voicemail or a callback option. For both settings, provide explanatory audio.
- Provide your customers with an option to contact you if they can no longer wait in the line - configure the callback option. If a caller requests a callback, they will be dropped off the phone, Inperium Talk will automatically call them when it’s their turn in a queue. If the callback option is disabled, callers can leverage the call queue voicemail. Provide explanatory audios for these options.
- Specify active hours when a call queue is on. By default, the call queue operates Monday - Friday, from 9 am to 6 pm. Set a different timetable by specifying active hours for each day of the week. Any incoming call outside active hours gets automatically forwarded to a voicemail. Alternatively, you can mark the call queue as operating 24/7.
- Pick the timezone where your call queue resides.
- Provide an explanatory audio message for clients calling during non-operating hours. Any call during off-duty hours are forwarded to a call queue voicemail.
- When configuring a call queue, set up the order in which operators receive calls. Configure the call distribution method:
|Simultaneous||All operators who are available now receive a call at the same time. The first one to pick up the phone will talk to a client.|
|Sequential||Operators have a strict order in which they handle calls. An incoming call always goes to operator A first. If they don’t answer or are busy, then the call goes to operator B. The operator’s order is defined in the Operators section.|
|Rotating||The calls aren’t routed to operators in a preset order but in way to ensure the workload is distributed evenly.|
|Longest idle||The call goes first to an operator who has been idle for the longest since their last call. For example, the call will go to operator B who was on a call 10 minutes ago instead of operator A who finished a call just two minutes ago.|
- Allow your operators to have a short break between calls - set up the wrap-up time. Operators typically use this time to finish entering notes about the previous call and get ready for a new call.
- Specify Operators — Inperium users who will be in charge of the incoming calls. A call queue cannot operate unless there is at least one operator assigned to it.