Call Queuing

Configure Call Queuing to hold inbound calls until an agent is available to answer. This feature allows multiple agents to handle incoming calls through a shared phone number.

Call Queuing is useful for sales, support, billing, and other teams that receive calls through a shared number. It helps organize incoming calls and distribute them among available agents.

For a more organized call flow, you can combine Call Queuing with an Auto Attendant and Time Schedules. For example, an Auto Attendant can direct callers to the appropriate department, while Call Queuing distributes calls to available agents.

Set up a call queue

Follow these steps to configure Call Queuing:

1. Log in to your 2talk account.
2. Go to your Left Panel > Numbers
3. Select the phone number you want to configure.
4. Navigate to Inbound > Call Queuing > Config Queuing Preferences.
5. Configure the queue strategy, agents, schedule, and caller options.
6. Click Save to apply your changes.

Active

Choose when the call queue should be active. Available options include:

• All Times: Keeps the queue active at all times.
• Work Hours: Activates the queue during configured work hours.
• Outside Work Hours: Activates the queue outside configured work hours.
• Available Hours: Activates the queue during available hours.
• User-Defined Hours: Allows you to specify when the queue is active.

Calling Rule

Choose how incoming calls are distributed among available agents. The available strategies include:

• Ring All: Rings all available agents simultaneously.
• Round Robin: Rings available agents in a sequential order.
• Least Ring: Routes the call to the agent who was rung least recently.
• Fewest Calls: Routes the call to the agent with the fewest completed calls.
• Random: Routes the call to a randomly selected available agent.
• Memory Round Robin: Continues the round-robin sequence from the last agent who was tried.

Announcements

Additional settings control what callers hear while waiting in the queue and what agents hear when a queued call is offered.

• Position in Queue: Announces the caller’s current position in the queue.
• Hold Time to Agent: Informs the agent how long the caller has been waiting.
• Active Call Queue Beep: Notifies an agent who is already on a call when another caller is waiting in the queue.

Agents

Manage Queue Agents

Select the phone numbers you want to assign as agents to the call queue. You can search for numbers, select individual agents, or use Select All to add all available numbers. You can assign up to 30 agents to a single queue. Once you’ve selected the desired numbers, click Save to apply your changes.