Call Center Queue

Call Center / Contact Center Call Queue

Voradian Contact Center Solution allows inbound traffic to be distributed to Call Center Agents from one or more Call Queues. This feature is sometimes called an ACD (Automatic Call Distribution). Upon calling into the system, a caller can be placed into a queue until the next available agent is free to take the call. While in a queue, callers can hear music on hold or custom company announcements. There are several different types of queues that can be used depending on specific business needs. The Call Center Supervisor can view various reports and metrics that are useful in managing a call center operation. Call queues can be configured and modified only by users with a scope of Office Manager/Call Center Supervisor or higher.

Types of Call Queues

There are four types of call queues used in a Contact Center:

• Round-robin (longest idle) – this type of queue routes callers to the available agent that has been idle longest.

• Ring All – this type of queue routes callers to all available agents at the same time.

• Linear Hunt – this type of queue routes callers to the available agents in a predefined order. The order is defined when editing the queue's agents.

• Linear Cascade – this type of queue routes callers to groups of available agents in a predefined order. The order is defined when editing the queue's agents.

To setup call queues for your business phone system, submit a ticket to Customer Service from the Help Desk Console. Additional non-recurring and recurring charges may apply.