Auto-Attendant Group Call Queuing

Manage large call volumes without increasing operational costs.

Long calling queues have an undeniably negative impact on your customer’s experience. For 66% of callers, two minutes on hold is their breaking point. While call queuing is not a new idea, not all tools are created equal. Our Auto-Attendant feature helps your business pre-set and manage large call volumes without increasing operational costs, through an easy to use, intuitive Admin Portal.

Let’s start by jumping into our Auto-Attendant to setup a Call Queue.

Set Up Group Call Queuing

1. Log in to the Admin Portal and go to Business Cloud > Auto-Attendant.
2. Create a new auto-attendant or edit an existing one.
3. Add or edit a Group route in the auto-attendant path.
4. Under Group, toggle on Allow Call Queuing. This will enable the ability to have incoming calls placed in a "waiting room" where hold music will play while they wait for the next available representative.

   1. Hold music is set at the account level, not at the queue level, meaning custom music cannot be set for each individual queue.

5. Enter the following information:

   Field	Description
   Max # of Calls	Enter the number of calls that can be in the queue at one time (1–50).
   Max Time (Minutes)	Enter the number of minutes that a call is allowed be in the queue (1–360). Once the max time is reached, the call is sent to the failure route.
   Ring Timeout (Seconds)	Enter the number of seconds a call will ring a user (sequential and round robin) or group (simultaneous) before it is pushed back to the front of the queue (5–120). Keep this setting low to ensure calls are answered quickly. If a Group is set to ring all devices simultaneously and a phone becomes available after the call is already in the group, the phone will ring but not until the Ring Timeout setting is met.

6. Next, select a ring strategy:
   • Simultaneous: Rings all devices for users in the group at the same time; the first user to answer gets it. Additional settings are required.  
   • Sequential: Rings one device at a time, starting at the top of the list, until the call is answered. If the call reaches the end of the list unanswered, it will follow the failure route. This strategy is ideal if a specific person should be the first to receive incoming calls unless they’re unavailable.
   • Round Robin: Rings one device at a time, in order, starting with the next available user in the list based on who received the last call. If the call cycles through the entire list unanswered, it will follow the failure route.
   • Longest Idle. Rings the user who has been idle (not on a call) the longest, to evenly distribute incoming calls among users in the group.
7. Finally, add users to the group.
8. When you're done, click [Save].