Glossary
What is a call queue?
Call queueue holds incoming callers in order when everyone is busy, plays them a message, and connects each one to the next free person.
Without a queue, a caller who rings when every line is busy hears an engaged tone and usually tries someone else. With a queue, they hear a short message and wait their turn, so busy hours stop turning into lost calls.
Queues can follow rules: send callers to a particular team, play a different message after hours, or let an AI call agent answer the simple questions so fewer people need to wait at all.