This section allows you to manage call queues, which control how incoming calls are distributed to available agents.
Call queues allow you to determine how incoming calls will be distributed between active system users. You can assign a queue to a specific phone number (one or more). If necessary, you can add IVR (Interactive Voice Response) to the queue.
IVR stands for Interactive Voice Response, which is a technology that allows callers to interact with a phone system using keypad inputs. For more developed organizations with broader needs it allows the calling clients to (for example) reach a specific team, or choose a specific problem that they need assistance with.
On the left side of the screen, you'll see the menu. The currently selected tab is "Call queues". The main part of the screen displays a list of existing queues in the "Name" column. In the top right corner of the screen, there's a "Create new queue" button.
After clicking the "Create new queue" button, the "New call queue" form will open. This form includes the following fields and options:
Queue name:
"Name" field: Enter a name that will help you identify this queue (e.g., "Support Line," "Sales Queue").
Call routing strategy:
Options:
Ring all: All phones of agents assigned to this queue ring simultaneously. The first available agent answers the call.
Longest Idle: The call is routed to the agent who has been idle the longest and hasn't answered any calls recently.
Random: The call is routed randomly to one of the available agents in the queue.
Phone tree:
"Active phone menu" toggle: Turning this toggle on allows you to configure an interactive voice response (IVR) menu for this queue. You can set up voice prompts that callers will hear (e.g., "Press 1 for Sales").
Buttons:
"Cancel": Click to close the form without creating a new queue.
"Create queue": Click to save the new call queue with the entered settings.
Go to the "Call queues" tab: In the left-hand menu, click "Call queues".
Browse the list of queues: On the screen, you'll see a list of currently configured call queues.
Create a new queue: Click the "Create new queue" button located in the top right corner.
In the "Name" field, enter a name for the new queue.
Choose your preferred call routing strategy from the available options ("Ring all," "Longest Idle," "Random").
Optionally, if you want to configure a phone menu for this queue, turn on the "Active phone menu" toggle and follow the prompts to set up the voice options.
Click the "Create queue" button to save the new queue. If you want to cancel creation, click "Cancel".
Edit a queue (implied): To edit the settings of an existing queue (e.g., change the routing strategy, add agents), click on its name in the list. You will be taken to an editing screen similar to the new queue creation screen.
Manage call queues:
Create new call queues that define how incoming calls are distributed to agents.
View a list of existing queues and their basic settings.
Routing strategies:
Set different call routing strategies ("Ring all," "Longest Idle," "Random"), allowing you to optimize customer service based on team needs and call characteristics.
Phone menu (IVR):
Enable and configure an interactive voice response menu ("Active phone menu") for individual queues. This allows callers to direct themselves to the appropriate departments or obtain basic information without agent involvement.
Optimize workflow:
Efficiently distribute incoming calls among available agents, which helps to reduce customer wait times and increase the productivity of the support team.
1. What is a call queue?
A call queue is a system that manages incoming calls by holding them in line and distributing them to available agents based on predefined rules.
2. How do I create a new call queue?
Go to the Call Queues tab and click the "Create new queue" button in the top right corner. Fill in the required fields (name, routing strategy, optional IVR), then click "Create queue".
3. What are the available call routing strategies?
Ring all: All agents' phones ring simultaneously.
Longest Idle: The agent who hasn't handled a call for the longest time receives the next call.
Random: A call is sent to a random available agent.
4. What is the “Active phone menu” toggle?
It allows you to enable an Interactive Voice Response (IVR) system, where callers can choose from options (e.g., “Press 1 for Sales”) before being connected to an agent.
5. Can I edit an existing queue?
Yes. Click the queue name from the list to open its settings and make changes, such as renaming it or adjusting its routing strategy.
6. Why use different routing strategies?
Different strategies allow you to optimize efficiency, agent workload, and customer experience. For example, "Longest Idle" ensures even call distribution.
Term | Definition |
Call Queue | A system that manages and distributes incoming calls to agents in an organized way, ensuring calls are handled efficiently. |
Call Routing Strategy | The logic that determines how calls are distributed among available agents (e.g., Ring all, Longest Idle, Random). |
Ring All | A routing strategy where all agents in the queue are called at the same time. The first one to answer takes the call. |
Longest Idle | A routing strategy that sends the call to the agent who has not handled a call for the longest time. |
Random | A routing strategy that distributes calls to agents in no particular order. |
Active Phone Menu | A toggle that enables IVR (Interactive Voice Response) for a call queue, allowing callers to self-navigate by pressing keypad options. |
IVR (Phone Menu) | A system that plays automated voice prompts to callers and allows them to choose an option (e.g., “Press 1 for Support”) before connecting. |
Agent | A team member who receives incoming calls through a call queue. |
Create Queue | A button that saves the newly configured call queue. |
Cancel Button | A button that closes the new queue creation screen without saving changes. |
Call Queues Tab | The section in PhoneHQ where administrators manage how calls are distributed to agents using routing rules and phone menus. |
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