A call gets put in a Hold queue when all available operators are busy on other calls. Once operators become available, any waiting calls will be routed to them.
What will be included in your Department?
- Ability to add a customer Hold Queue greeting
- Setting Hold Queue Limits
- Enable callers to be placed in the Queue
Creating a Hold Queue
To create a Hold Queue for your department, have your Office Admin follow these steps:
- Navigate to Admin Settings > Departments and select your specific Department
- Navigate to Business Hours & Call Handling > Hold Queue > Enable the hold queue
Elect to use our default greeting, record your own, or upload a custom one
Under Hold Queue Limit, your Office Admin will have the option to set:
- Max Queue Size (# of people)
- Max Queue Wait (# of mins)
Navigate to Admin Settings > Select your Department > Business Hours & Call Handling > Fallback Options.
If your Hold Queue limit is reached and/or no Operators are on duty during business hours, your calls will route to whichever option you select from this menu.
Dialpad App Tour
Navigate to your desktop app to access your Hold Queue and Active Calls tab.
The Hold Queue tab displays all your callers currently waiting to connect with an Operator. This tab includes:
- Caller Name
- Total On Hold Time
The Active Calls tab displays all the calls currently being handled by Operators. This tab includes:
- Name of Operator
- Name of Caller (if available)
- Active Call Time
Is this feature also available for my Office Mainline?
Yes, it is!
What happens if an operator misses a call?
We will only dial each operator once for a call. That means if an operator misses a call they will be rung for subsequent calls, but never again for that particular call.
Can Operators set themselves to off-duty?
Operators can place themselves on Do Not Disturb for their specific Department line. On/off duty toggles are only available as part of our Call Center product.