FAQs: Queues
What is a queue?
Queues place incoming callers into a waiting area to be answered by the next available “member”. Queues are good for sales, support and service departments when there is more than 1 person accepting calls. Queues are configured with phones and extensions in your system and can be customized with different routing strategies.
Are queues necessary?
A queue is not required. This is an option for you in the event you expect to have many calls and need to route them in others at the same time. Calling a customer service line is a great example of how to use a queue.
How do I add a new queue to my account?
Select Queues from the navigation bar. Once on the Queues page, in the box on the right, click the Add New Queue button.
What is the purpose of the “announcement”?
The announcement is the initial audio callers hear when sent to the queue.
If there a way to have queues go through extensions instead of 10 digit numbers?
At the present time, the Phone.com queue system is not configured for use with Extensions. The best workaround would be to set up Call Forwarding to your extensions. For assistance with this configuration, please contact customer support.
How do I modify an existing queue?
Select Queues from the navigation bar. In the Manage Queues table, select the queue you wish to configure by clicking the Settings icon to its right. This will take you to the Edit Queue page.
How do I delete an existing queue?
Select Queues from the navigation bar. In the Manage Queues table, select the queue you wish to remove by clicking the Trash Can icon located to the right.
Do I have the option to select hold music for customers waiting in a queue?
Yes, the option to select hold music is available for you on the Queues page within your account. Callers will hear the hold music while waiting to be connected.
What is the purpose of the Maximum Hold Time option?
After a caller has been on hold for the maximum hold time set, they will be sent to the voicemail box of your choice. You have the following time periods available (in minutes): 1-5, 10, 15, 20, 30, 45 and 60.
Who are the Queue Members?
Queue Members are the extensions that you would like to include in your queue.
To add a new Queue Member, select the Add Another Number button on the Edit Queue page. To delete a current Queue Member, select the trash can icon located to the right of the Queue Member.
What happens if all Queue Members are busy and a call in the queue is not answered?
When all lines in a queue are busy, you have the option of forwarding it to a voicemail box. On the Edit Queue page, select the maximum hold time for you want for your callers and the specific voicemail box to transfer your calls.
