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Call queue

what is a call queue?

A call queue is a feature in a VoIP (Voice over Internet Protocol) system that allows incoming calls to be placed in a virtual queue and handled by the next available agent. It is commonly used in call centers to manage high volumes of incoming calls and ensure that each call is answered promptly by a live agent.
When a call is placed to a call queue, the caller will typically hear a message indicating that their call is being held and that they will be connected to an agent as soon as one becomes available. The call queue system will then automatically route the call to the next available agent, according to the rules and priorities.
Call queues can be configured with various options, such as the maximum number of calls that can be held in the queue at any given time, the length of time a caller can be on hold before being disconnected or rerouted, and the order in which calls are routed to agents.
Call queues can help improve customer satisfaction by ensuring that calls are answered promptly and efficiently, and they can also help improve agent productivity by allowing agents to handle multiple calls concurrently.

The 4 types of Call Queues

AgileIP offers 4 different types of Call Queues: Round Robin, Ring All, Linear Hunt, Linear Cascade:

Round Robin

Round robin is a method of distributing incoming calls to a group of agents. It is a common method used in call queues to ensure that incoming calls are evenly distributed among the available agents. In a round robin call queue, each incoming call is routed to the next available agent in a predetermined sequence. For example, if there are three agents available, the call queue may be set up to route the first call to Agent 1, the second call to Agent 2, the third call to Agent 3, and then back to Agent 1 for the fourth call, and so on. Round robin call queues can help ensure that all agents receive an equal number of calls and that no single agent becomes overwhelmed with too many calls.

Ring All

Ring all is a method of routing incoming calls to a group of agents in a call queue, where all available agents are notified simultaneously of an incoming call and the first agent to answer the call is connected with the caller. In a ring all call queue, all available agents are notified of an incoming call at the same time. The first agent to answer the call is then connected with the caller, while the other agents are notified that the call has been answered and are no longer able to take the call. Ring all call queues can help ensure that incoming calls are answered promptly and efficiently, as multiple agents are notified of the call at the same time and can compete to answer it.

Linear Hunt

Linear hunt is a method of routing incoming calls to a group of agents in a call queue, where the calls are distributed sequentially to each agent in turn. In a linear hunt call queue, incoming calls are routed to the first available agent in the group. If that agent is not available, the call is then routed to the next available agent, and so on, until an available agent is found. The routing process starts again from the beginning of the list of agents once it reaches the end, or it can ring on another group of agents until the call is either answered or reaches the maximum holding time. Linear hunt call queues can help ensure that incoming calls are evenly distributed among the available agents, as each call is routed to the next available agent in the group.

Linear Cascade

Linear Cascade is a feature that is similar to Linear Hunt and is also commonly used in Voice over Internet Protocol (VoIP) systems. Like Linear Hunt, Linear Cascade allows a caller to be transferred to the next available agent or phone number in a predetermined sequence if the initial agent or phone number is busy or not answered. The main difference between Linear Hunt and Linear Cascade is the order in which the agents or phone numbers are tried. In Linear Hunt, the VoIP system will try each agent or phone number in the predetermined sequence in the order they are listed. In Linear Cascade, the VoIP system will ring simultaneously on all agents or phone numbers in a group, adding each group to the next group and so on, so they can all ring simultaneously in sequential order, until the call is answered or the end of the sequence is reached.

There are several benefits of using a call queue as a feature in a VOIP (Voice Over Internet Protocol) system:

  1. Improved customer experience: Call queues allow calls to be held in a virtual line until an agent is available to take the call. This helps to reduce the number of abandoned calls and ensures that customers are able to speak with a representative in a timely manner.
  2. Increased efficiency: Call queues enable you to route calls to the most appropriate agent, based on factors such as language preference or expertise. This helps to ensure that calls are handled efficiently and effectively, leading to improved productivity.
  3. Flexibility: Call queues can be easily configured and customized to meet the specific needs of your business. You can set up different queues for different types of calls or use them to handle high volume periods.
  4. Cost savings: Using a VoIP system can help you to reduce costs associated with traditional phone systems, such as long distance charges and maintenance fees.
Overall, call queues are a useful feature that can help businesses improve customer experience, increase efficiency, and reduce costs. If you are not currently using a VoIP system with call queue capabilities, it may be worth considering switching to one in order to take full advantage of these benefits.

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