Queue Management
Sales Is a Queue. So Is Renewals.
Each queue has a name, an extension, the agents on it, and the audio callers hear. Inbound queues take people calling you. Outbound queues take the campaigns you dial. One agent can sit on more than one.
Sales
Inbound · ext 200Agents
4
Greeting
Welcome
Hold
Calm
Renewals
Outbound · ext 210Agents
2
Greeting
—
Hold
Default
Press 1 for sales. The greeting and the hold music are yours to upload.
What You Set on a Queue
Inbound and Outbound, Kept Apart
An inbound queue answers people calling in. An outbound queue is what a campaign dials through. The same person can be on both, but the queues stay separate.
A Name and an Extension
Sales might be extension 200. Transferring to 200, or pressing 1 on the menu, is how a caller arrives there.
The Agents on It
Assign people by name, extension, office, department, and team. Maya can take sales and support. James can stay on accounts.
The Greeting Callers Hear
Upload the message for an inbound queue and map the keys: 1 for sales, 2 for support. That recording is the menu.
Hold Music You Choose
Pick a preset or upload your own. Callers waiting on that queue hear that audio, not a default you can't change.
Campaigns Use the Outbound Ones
An outbound campaign can only dial through an outbound queue, so a list of renewal calls doesn't land on the people covering inbound support.
Maya Chen
ext 1004
SalesSupportMelbourneJames Okonkwo
ext 1012
AccountsSydneyPriya Shah
ext 1008
SupportRenewalsMelbourne
What Separate Queues Are Worth
The Right People Hear the Right Calls
Sales, support, and accounts are different queues with different agents. A billing question doesn't ring the person selling.
One Person Can Cover Two Queues
A quiet afternoon doesn't need two teams. Assign Maya to sales and support, and take her off one of them when the morning rush needs her.
The Wait Sounds Like Your Business
The greeting and the hold music are files you upload. Callers hear your voice, not a stock menu.
Outbound Doesn't Steal the Inbound Team
Campaigns dial through outbound queues. The people covering the main line stay on the inbound one unless you assign them to both.
The Rest of the Switchboard
Queues are where calls wait. These are the menu that fills them, the campaigns that dial out of them, and the live view of who's free.
Who is talking, who is idle, and how long callers have waited.
Recording, transfers, and listen, whisper, or take over on a live call.
Menus, direct lines, and the person who has been free longest.
A list, a queue, and a window of time. Answered calls reach a free agent.
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