Call Queue allows you to manage large call volumes with limited staff, cut down on missed calls and voicemails, and present a professional experience for customers. Its main feature is that the callers are staying in the queue, not transferred to voicemail, unless they choose to leave a voicemail and hang up.

Putting a call into a queue

  • Click on the Action menu (a circle of seven dots).

  • Select Queue.

  • Select the team members who will be accepting the calls, and configure the call queue settings:

  • If all agents busy, play: here you can upload any media file you want or use the default one. This is useful as, thanks to Omnivoice allowing you to provide your own sound files, you can already be providing information to callers without actually having to speak with them. Many people, for example, may be calling to ask about sales or opening hours; while they’re waiting in the queue, these questions can already be answered by them via your pre-recorded message.
  • Play the following music on hold: here you can upload any media file you want, or use the default one. Once again, being able to upload your own sound files means your callers can have a more interesting experience than just listening to elevator music (though the responsibility for using copyrighted material is on you!).
  • If there are no agents available, play: you can change the greeting and select an action for the call: leave a voicemail (for a user or the General Voicemail box), call a single extension, play audio, call a non-Omnivoice phone number, or disconnect. These options allow you to dramatically expand your caller options and make life easier for both them and you.
  • Play invitation to leave a voicemail: allows customers to leave a voicemail if they prefer not to wait in a queue. Many people won’t have pressing questions and as a result may be happy with just leaving a voicemail, giving you time to focus on the ones who need attention immediately.

Don’t forget to click on Save changes to save your progress!