Call Queuing | Call Queueing

Queue Callers to Improve Call Handling and Avoid Missed Calls

A Call Queuing system handles incoming callers and prevents an engaged tone when the intended recipient, or group of recipients, are already on the phone.

For example, if a member of the Sales Team is on the Phone, or even the entire Sales Team, a caller will hear an engaged tone unless Call Queuing is in place. The caller can be held in a queue and played music, or pre-recorded announcements, or given the option to leave a message.

Call Queuing significantly reduces the likelihood of missed calls and enquiries.

Call Queuing Options

A maximum wait time can be set until the caller is sent to a voicemail facility where they can leave a message.

As callers are held in the queue they can be played reassurance messages apologizing for their having to wait and advising of continued waiting time. They can be informed of their position in the queue and be provided with the option to leave the queue and record a message on voicemail instead. The timing of reassurance messages can be preset.

Predetermined distribution patterns can ensure callers are transferred to the right person as reach the front of the queue. Calls can be distributed according to staff availability, or to even out workload, or based on staff skills, or a combination of these.

Calls can be transferred to landlines, mobile phone or VoIP phones.

Well managed call queues increase customer satisfaction and retention. A caller encountering an engaged signal is less likely to call back.

Missed Call Alerts

Alerts regarding missed calls, even if the caller did not leave a voicemail message, can be delivered by email, SMS or both.

Speech Recognition

Speech Recognition can be incorporated allowing callers held in a queue to use voice commands to navigate the phone menu for greater ease.

Advanced Call Handling

Call queuing can be integrated into PhonePresence, X-on's hosted comprehensive call handling package.

PhonePresence is offered at various levels from the Small Business Edition through to PhonePresence Call Centre offering complete call management packages, including load balancing, wallboards and call blending.

	Call queuing
	Music and messages on hold
	Reassurance and queue position messages
	Voicemail
	Call Transfer to landlines, mobiles, VoIP phones
	Missed call email and SMS alerts
	Speech recognition option
	Integration into PhonePresence call handling