Call Queues

Calls made to a service will be directed according to a number of factors, including the service's type and the priority allocated to the call.

A common method of ensuring that multiple calls to the same service are handled efficiently and without the caller hanging up is to place those calls into a Queue. Calls in a queue remain in place until an Agent is available to answer them, and in the meantime the caller is typically played music or some information relevant to their circumstances.

The usual method of setting up a call queue is as part of a bespoke IVR. For more information, see Creating an Agent Queue.