Call Queuing

Call Queuing holds inbound calls until an agent is available. Use it for sales, support, billing, or any team that answers calls from a shared number.

A call queue works well with an auto attendant and time schedules. For example, an auto attendant can send callers to the right department, and the queue can distribute those calls to available agents.

Set up a call queue

1. Log in to your 2talk account.
2. Go to Switchboard.
3. Select the number you want to update.
4. Select Inbound > Call Queuing > Config Queuing Preferences.
5. Choose the queue strategy, agents, schedule, and caller options.
6. Click Save.

Active

Choose when the queue is active. Common options include all times, work hours, outside work hours, available hours, and user-defined hours.

Calling rule

• Ring All: Rings all available agents at the same time.
• Round Robin: Rings available agents in order.
• Least Ring: Rings the agent who was called least recently.
• Fewest Calls: Rings the agent with the fewest completed calls.
• Random: Rings a random available agent.
• Memory Round Robin: Continues the round-robin order from the last agent who was tried.

Additional features

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

• Position in queue: Announces the caller’s place in line.
• Hold time to agent: Tells the agent how long the caller has been waiting.
• Active call queue beep: Notifies an agent already on a call that another caller is waiting in the queue.