Advanced Queue Features

Queue Announcements:

• Entrance greeting.
• Configurable comfort announcement.
• Music On Hold (MOH) when agents are busy.

Queue Management:

• Configurable call wait time.
• Configurable queue length and scalability of queue size.
• Call Center not staffed – Set to send the call back in the queue if Call Center is not staffed.
• Agent Join/Un-join – Calls are only presented to agents who are on duty, and agents can join into multiple Call Centers’ queues.
• Queue Transfer – An agent can transfer a call back into the queue (at the front or back position). The total wait time is preserved and captured as reporting averages.
• Voice Messaging – Each ACD has a voice-messaging box where callers can leave messages for agents to process later.
• Queue Flushing/Escape to Voice Mail – When all group Call Center Agents log out, queued calls are automatically sent to a Call Center group voice mail.