Sometimes a company can’t answer an incoming call because all the employees are already on the phone or helping a walk-in customer. When this happens, the call goes to a waiting queue.

Instead of leaving a voicemail and having a member of your staff retrieve and listen to the message and call back; your caller can just wait a few seconds or a couple of minutes while listening to relaxing music.

Queues consist of: 

• Incoming calls being placed in the queue
• Members that answer the queue (extensions or users that login as agents)
• A strategy for how to handle the queue and divide calls between members
• Music played while waiting in the queue
• Optional announcements for members and callers