When all members of your staff are occupied, incoming calls go to the waiting queue.
Callers in the waiting queue will hear a recorded message until the next available agent is free to take their call.
How the Waiting Call Queue Works
The system routes inbound calls either to the waiting queue or the voicemail based on the following rules.
- If one or more Dialer-enabled group members are logged in, the inbound calls go to the waiting queue and any member pick up a a call from there.
- If no group members are logged in, then the incoming call goes the group voicemail.
- Calls that are declined by any group member go to the group voicemail.
- The caller can press 0 at any time to leave a voicemail.
Setting Up The Waiting Queue
To configure your waiting queue, navigate to Manage > Administration > Dialer > Dialer User Settings, open the Manage Groups tab, and click the wrench icon on the desired group:
In the popup window that appears, select an audio file from your PC (WAV or MP3 format) which will be played to the caller while they are waiting in the queue, and save your changes:
Note: The uploaded recording plays in a continuous loop until the call is answered by an agent.
Once the recording is saved you can listen to it, download, or delete it using the shortcuts in the group popup:
Answering a Call from the Inbound Caller Queue
When a call goes to the waiting queue, the group members will see a popup message from where they can pick up the call.
Also the phone icon near the global search bar changes to show the number of calls currently pending in the waiting queue, and the calls can be answered from that icon too:
If your Dialer window is open, the number of calls on wait is shown on the Queue icon:
To answer a call, click on the Queue icon, open the Waiting Queue, and answer any call in the queue you wish:
Incoming calls are queued chronologically in the waiting queue, with the callers that have been waiting for the longest amount of time shown at the top of the queue.
Here is an example of a live call in the waiting queue:
If the incoming call is from a lead, then the name of the lead appears as a clickable link that opens the lead page. Otherwise only the caller's phone number is shown.
To answer the call, click the phone icon. Once you're connected the call is removed from the waiting queue automatically.