π§ Call Queue β Manage Waiting Calls Efficiently
Part of the UsVox System Administration Web Interface Manual
Created by the UsVox Support Team
π Purpose
The Call Queue feature helps you manage high volumes of incoming calls by placing callers in line until an agent becomes available. Callers hear periodic updates about their place in the queue, estimated wait time, and your custom Music on Hold.
β How Call Queues Work
When a new incoming call arrives, it is given a queue position.
Callers hear:
- Number of callers ahead.
- Estimated waiting time.
- Your configured Music on Hold between announcements.
- By default, every 5 minutes, callers get an updated position and wait time.
Estimated wait time formula:
Estimated Wait Time = (Average Handle Time) Γ (Number of Callers Ahead) Γ· (Number of Operators)
π What Happens If No Agent Answers?
If an agent does not answer a call:
- The call is not placed back in the queue.
- The call will continue to attempt connection to available agents.
- Calls are not sent to an agentβs voicemail or follow-me number.
- If unanswered, the caller may hang up.
βοΈ Call Queue Configuration Fields
| Field | Description |
|---|---|
| Huntgroup Name | When creating a queue, select a huntgroup. Incoming calls are transferred to this huntgroup. Note: You cannot change the huntgroup for an existing queue. Empty huntgroups are hidden β add at least one extension first. |
| Huntgroup Number | The number end users dial to reach the huntgroup. Read-only; appears automatically once you select a huntgroup. |
| Maximum Incoming Calls Set on Hold | Sets how many callers can be placed on hold in the queue. If this limit is reached, new calls are disconnected. |
| Announce Number of Callers Ahead | If checked, callers hear how many people are ahead of them. |
| Announce Estimated Wait Time | If checked, callers hear an estimate of how long they may wait. |
| Average Handle Time (minutes) | Expected average processing time for each call. Used to calculate estimated wait time. |
| Interval Between Announcements (minutes) | How often callers hear queue position and wait time. Default is every 5 minutes. |
| Play Music on Hold File | Enable to upload a custom audio file for callers to hear while waiting. |
| Music on Hold File | The actual music or announcement file played during hold time. Default max file size is 3 MB, but this can be increased system-wide up to 10 GB using the SelfCare.MaxUploadSize setting on the Configuration server. |
π΅ Best Practices
β Use clear, polite announcements to keep callers informed.
β Upload high-quality audio for hold music.
β Set realistic Average Handle Times to improve estimated wait accuracy.
β Regularly monitor queue limits to prevent customer disconnects.
π Need Help?
If you need help creating or managing Call Queues, reach out to UsVox Support:
π§ support@usvox.com
π 1.855.MyUsVox (698-7869)
π± Call Support at 1786-275-5888
HABLAMOS ESPAΓOL