CRM Integration
+ £6.00 per user
Integrate our phone system with your CRM database and know who's calling and log information. Click to search our comprehensive list of compatible CRM products. CRM Integration details
Call Centre
+ £2.00 per user agent
Get comprehensive call centre function, allowing users to sign in and out and hold customer in a queue with comfort messages and failover. Ensuring you never miss a call again.
Call Centre Details
Call Recording
From + £6.00 per user
Simple to use call recording on your phone or within the app. Can be turned off for GDPR requirements. We offer 6 months and 7 years call storage options, with a control panel online to access the information.
Call Recording Details
Live Reporting
+ £35 & £4 per user
Works great with the Call Centre Module, see who's on a call live and how many customers are in the queue. Stay informed at any time, with wall boards and custom reports.
Live Reporting Details
Call Centre Features
Our call centre option has a range of features for managing your queue. This service also works very well in combination with our live call reporting feature., which allows live reporting and wall boards on call centres.
Comfort Messages
Generate your own, use our AI to generate messages, or get professional messages generated professional voice messages.
We can set the time and what comfort messages are played while on a queue as well as messages should the user wish to exit the queue.
Manage incoming calls
| Simultaneous | Calls ring on every available phone in the Call Centre at the same time. The first person to answer takes the call. If nobody in the group is available, the call joins the queue. |
| Regular | Calls ring on each phone one at a time, until somebody answers. The first person on the list always gets the first ring. If there’s no answer, the call joins the queue. |
| Circular | Similar to Regular, but instead of starting with the first person in the list every time, Circular instead rings the person listed after the person who answered last time. |
| Uniform | Calls go to the person who has been available the longest. |
| Weighted | Using the portal, the administrator can set weights for everyone in the group – so that people given higher weight are asked to answer calls first. |
User Options
Each user can sign in and out of a queue, with the following options available:
- Sign-In
- Sign-Out
- Available
- Unavailable
- Wrap-Up
Exit Options
You can set a limit to the size of the queue to allow for different behaviour if the queue is very busy.
Customers can be given the option to exit the queue at any point and can be redirected to a different feature such as voicemail, or an pre-recorded message.
How does call queuing work?
Call queueing is a feature used in cloud phone systems that manages incoming calls when all available agents are currently busy or unavailable. When a call queue is active, incoming calls are placed in a queue, and callers wait their turn to be connected to an available agent. Here's how call queueing typically works:
Incoming Call
When a call comes in, it is directed to the call queue instead of being immediately routed to an agent. The caller may hear a recorded message informing them that their call will be answered shortly or providing any necessary instructions.
Queue Position and Estimated Wait Time
Callers are informed of their position in the queue and may also be provided with an estimated wait time. This information helps manage caller expectations and allows them to make an informed decision about waiting or choosing an alternative contact method.
Queue Management
The call queue system manages the order in which calls are answered based on factors like the time of arrival or priority settings. It ensures a fair and organised process for connecting callers to available agents.
Hold Music or Messages
While callers are waiting in the queue, they may be played hold music or pre-recorded messages. This helps reduce the perceived wait time and keeps callers engaged during the wait.
Agent Availability
As agents become available, the call queue system routes the next caller in line to an available agent. The call is then connected, and the conversation between the caller and agent begins.
Overflow and Routing Options
In cases where the call queue becomes too long or exceeds predetermined thresholds, overflow options can be set up. This may involve routing calls to alternative agents, voicemail, or offering a callback option where callers can request to be contacted later.
Call queueing is a valuable feature for managing high call volumes, ensuring callers are handled in an organised manner, and minimising wait times. It allows businesses to provide better customer service and optimise their call handling processes.
Add a call queue feature with our live call reporting feature for an comprehensive full package service.
Why our phone system is great for call centres
Flexibility is key for call centres, and with us, you only pay for the users you need each month. You can add and remove them as you need capacity. We’ll set up and configure your call queues to ensure it works exactly the way you need. Best of all, our support and configuration services are completely free of charge and the price is always the same as our new customer price forever.