Call Queues are available on Pro and Enterprise plans.
Call Queues are an alternate way to route your callers to a specific group of team members. Unlike Departments which offer ring-all, Agents on a Call Queue are rung one at a time based on whichever Agent has gone the longest without accepting a call.
When all Agents are busy assisting other callers, incoming calls can be routed to a hold queue. Let's take a quick look at how you'd create a new Call Queue in Dialpad.
Create a Call Queue
To get started, navigate to Dialpad.com > Admin Settings > Call Queues > Add a Call Queue
After creating your Call Queue, you'll be able to add local or toll-free numbers as well as add a fax number (additional charges apply).
Agents and Admins
Next, you'll need to assign team members as Agents to make and receive calls on your Call Queue. You'll have the option to make any Call Queue Agent an Admin by selecting it from the drop-down.
You can add up to 200 team members as Agents on a single Call Queue.
Business Hours & Call Handling
The business hours & call handling section isn't just responsible for when calls come into your Call Queue, but how those calls are handled once they're received.
This section includes areas to:
- Set business hours for your Call Queue
- Set your Hold Queue rules and limits
- Set or record your Call Queue voicemail
Whether you decide to upload your own tune or one of ours, make sure to set your Hold Music as this will play for callers while they wait in your Hold Queue.
Your advanced settings give you even more control over your Call Queue. Scroll through this section to:
- Automatically record calls (including recording prompt)
- Add a post wrap-up time for Agents
- Set the Call Queue Caller ID
- Allow callers to be placed in Hold Queue when no Agent are available
- Call Queue Failover Number