Operator queues
At peak hours there are more calls than free operators. The queue keeps the customer on the line with music and a position message, distributes calls by the chosen strategy and gives priority to important numbers, so requests are not lost.
What is included
- Distribution strategies: round robin, least busy, all at once
- Priority for important customers and numbers
- Announcement of queue position and wait time
- Music and messages while waiting
- Overflow: voicemail, another department or callback
- Operator statuses: on a call, busy, on break
Included in your A3.Telephony subscription. Calls, SMS and number rental are paid from your balance as used. How the cost is calculated
FAQ
What happens if the wait is too long?
You set a maximum wait time for the queue. After it, the call goes to the overflow branch: to voicemail, another department or a callback request.
How do I know if I have enough operators?
Statistics show missed calls and answer time by hour. If more calls are missed at certain hours, add operators for those hours.
Other features
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