Inbox: Call Hold Queues

Call Hold Queues Overview

You can now create call hold queues to better manage phone calls. This feature can be implemented as a Phone Tree action and will allow for incoming calls to be held in a queue in which callers can be played a message and hold music until an agent is available to assist. Agents can monitor the total number of calls waiting and how long each call has been waiting. Agents can answer calls at their own pace, managing their workload as needed. If an agent is unable to address a call immediately, they can place it back into the queue, where it will continue to wait for the next available agent. This feature will help manage call volume while providing flexibility for agents to handle calls efficiently and effectively.

Creating a Call Hold Queue

• Click the Inbox tab on the left menu bar
• Click the Call Hold Queues tab on the top menu bar
• Click the "Create Queue" button
• Add a queue title and select users to give them access to the queue
• Click the Settings tab on the left menu bar
• Click the Phone Tree tab on the top menu bar
• Add a step to the phone tree with the Action type "Add to Queue"
• Select the specific call hold queue you would calls routed to
• Add a custom message you would like played when someone calls in

Handling Queued Calls

• Claiming a call from the queue is as simple as clicking the "Answer Call" button associated with the specific queue
• Once a call is answered, an agent can turn the call into a conference, complete a warm handoff, or place the call back into the queue if needed
• The "Refresh Stats" button can be clicked to update the call stats in real time