Create a hold queue for when all Operators in a Department are busy on other calls. Determine the hold queue's size, wait time, greeting, and hold music. Calls will then route to any Operators as they become available.
Please review this Help Center article on call routing rules for Departments, too. It will walk through the types of routing rules and options available. Keep in mind that a hold queue can only be enabled if you've selected the Longest Idle, Fixed Order, or Round Robin.
Let's take a look at hold queues for Departments in Dialpad.
Create a Hold Queue
From Dialpad.com, navigate to Admin Settings > Departments > Business Hours & Call Routing > Call Routing.
Select Edit Routing, then navigate to Hold Queue and select Enable the Hold Queue.
If you'd like to disable the hold queue, return to this menu and uncheck the box.
Customize a Hold Queue
Hold Queue Size
Maximum queue size will determine how many callers can remain in the hold queue simultaneously. Dialpad supports up to 50 callers in the hold queue.
Maximum queue wait time will determine the duration that a caller can remain in the hold queue. Dialpad supports up to 300 minutes for the wait time.
Determine the hold greeting that plays as callers are placed on hold. Choose the default greeting, or set a custom greeting to use.
Custom greetings can be recorded from Dialpad.com or uploaded as an MP3 file.
If you upload a custom greeting, the MP3 file must be no larger than 10MB in size.
Determine the hold music that plays while callers are on hold. Choose a default sound, or set custom music to use.
Custom music can be uploaded as an MP3 file no larger than 10MB in size.
View a Hold Queue
From the Dialpad app, navigate to Departments and launch the Hold Queue tab.
It will display the caller's name and number as well as their duration in the hold queue.
Once an Operator becomes available, the caller will be removed from the hold queue and connected to an Operator.
Frequently Asked Questions (FAQs)
Is this feature also available for the Main Line?
Yes, you're able to create and manage a hold queue for the Main Line.
What happens if an Operator misses a call?
We will only dial each operator once for a call. 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 turn on Do Not Disturb mode personally or for their status in a specific Department. On/off-duty toggles are only available as part of Dialpad Contact Center.