Carolyn Pitts 6 months ago
Carolyn Pitts #technology

Understanding Call Queuing: Functionality and Operation

Unleash the potential of call queuing! Learn how it enhances customer experience, benefits, and best practices for optimizing your business phone system.

Topics discussed in this blog: • What is called queuing? • Operation and functionality • Call queue management • Benefits • Tips and tricks • Best practices

What is a Call Queue?

  • A call queue is a feature of business phone systems that routes incoming calls into a virtual line (queue) by pre-established criteria, putting the callers on hold until the best agent to help them is available.
  • A call queue simulates the process of standing in a physical line, where customers dial a phone number and automatically get lined up so you can serve them in the order in which they called your business. Majorly this feature is successfully operated in businesses where customers get interacted with them through the call centers.
  • Utilizing call analytics can help you anticipate call volume and cut wait times.
  • When you can use call queuing to reassure customers that they haven't been forgotten and that an agent will reach them as soon as possible, there's a lot less chance that they'll hang up the phone.
  • Call queues that are not optimized well result in long hold times, decreased agent productivity, and poor customer experience.
  • A virtual queue can offer customers and agents a much less frustrating alternative to a physical one.
  • A call queue is used to reduce the amount of time spent on hold, call transfers, and phone calls necessary to solve problems.
  • They analyze caller Interactive Voice Response (IVR) input, adhere to pre-established call routing rules, and provide useful information to customers while they wait for an available agent.
  • They can significantly lower the percentage of incoming callers who must wait on hold if they are properly optimized.


Key takeaway: The good news is that enhancing your company's call queue management strategy can give you a significant advantage over your top rivals.

Point to remember: call queuing doesn't eliminate the possibility of a customer having to wait on hold.



The Call queues function according to below mentioned essential steps and criteria that start the moment a customer calls your company.

What Is a Call Center Queue's Process?

The call queue feature routes incoming calls to the first sales or support agent who is available known as "First In, First Out (FIFO)" in technical terms. When a customer calls, they automatically get a welcome message followed by some entertaining hold music to pass the time. This feature will activate, and the next available sales or support agent will call the customer back if they must wait too long, instead, they can go about their daily activities and simply pick up the phone when the agent calls back.

1. observing the rules of the work schedule

If the call is answered, the queuing system will proceed in one of several ways:

  • After or during business hours
  • On a weekday or the weekend
  • on a day off

2. Automated Greetings

When a call is received, these greetings begin to play automatically that can be customized or chosen from a library of pre-recorded greetings offered by a VoIP provider.

  • Name of the company and business hours
  • IVR menus for data collection from customers
  • information on the availability of agents right now
  • the preferred languages

3. Automatic Call Distribution

Every incoming call is received by the Automatic Call Distribution (ACD) feature of business phone systems, which distributes it to an agent who is available where the first caller in the queue is the first caller who is sent to the available agent, is used by ACD to connect the caller to the appropriate representative by the preset call routing rules. It is the tool that sends and distributes these calls to the proper agent or department based on the information the IVR system collected.

"Ditch the waiting game, leapfrog into the future with our Call Queues!"

4. Call routing

When sending calls to agents, the ACD system employs call routing strategies that determine which specific agent the caller will speak to, it is probably the most crucial step of the call queue process.

The best call-routing techniques are:

  • Calls are routed to agents based on their specific training and skills
  • Sequential Routing: Calls are routed according to a list-based strategy that always starts at Agent 1
  • Calls are routed to available agents based on their time zone using time-based routing.
  • Round Robin Routing is ideal for sales teams/to prevent overburdened agents

5. Advanced Call Handling

When talking about call queue tips and tricks, we'll talk more about advanced call handling, which enables you to further customize how calls are handled. It offers choices like:

  • Multi-level IVR and IVR
  • concurrent ringing
  • Common voicemail
  • forwarding of external numbers
  • hot desking

6. Monitoring Call Queue Analytics

The number of callers in the queue, the average hold time, the number of agents currently interacting with a customer, the number of agents available, and even queueing information by department are all visible in live views and because of this, queues can be quickly optimized to shorten wait times and keep agents from becoming overworked. Using these analytics, managers can assess the performance and productivity of their agents as well as spot communication trends.


If you could set up your business so that every voice call is answered as soon as it arrives using a contemporary business phone service with a call queue feature that can help your small business manage your call flow as effectively as possible.

Using a call queue has several benefits for businesses, including the following:

  • Reduce waiting times for customers.
  • Fairly distribute the workload among the team members.
  • Your chances of building brand loyalty will rise as your call abandonment rate falls.
  • Reduce the pressure and stress on sales and support staff.
  • Easy to gather and organize accurate data reducing call abandonment rate
  • Reduces the loss of potential customers.
  • Increases the call progress
  • Improves customer service by valuing customer requirements
  • Allows customizations.
  • The average call handle time is reduced by highly skilled agents
  • Decreases stress levels thus increasing the agent's productivity

Best Practices

Here are some top tips for controlling client expectations

  • Utilize a VoIP phone system with call queueing features to manage your call flow so you can respond to calls as quickly as possible.
  • Utilize a top-notch cloud phone system with queue callback and they receive a call back from them once they get to the front of the queue.
  • Be truthful and upfront about when someone will be able to contact a customer if an agent is unable to reach them right away.
  • Analyze data using digital tools and analytics to decide how many people are needed during different business hours.
  • To make your call center more efficient, use metrics like service level, average handling time, and average response time and inform the sales and support staff.
  • Customers will wait until someone can reach them if you set up an IVR that speaks to them and informs them of wait times.
  • Before using your call queue workflows to handle a lot of incoming calls, test them out.
  • Set upper limits for the length of lines or wait times.
  • Send customers to voicemail during times of high call volume, or use the IVR to transfer calls to another department for assistance.
  • Make sure you can get input from the sales and support staff.
  • Automated surveys sent using digital tools can be used to collect customer feedback.
  • Create a visual map to represent call flows and base your call queue system configuration on it.

How to set up the Best Call Queue system

  • The first step is to pick a reliable cloud phone system to use, Vitel global communications, which provides a variety of voice call features on a single, integrated platform.
  • Set up the call queue feature to place customers in a line according to the order of incoming calls.
  • Instead of making customers hold on the phone, use queue callback to give them the choice of hanging up and getting a call back while maintaining their place in line so that customers don't waste time calling when representatives aren't available to help them, assign the business hours recording.
  • Establish call routing, call extensions, or skill-based routing options to connect customers
  • Create an IVR system to allow customers to obtain the information they require without speaking to a live agent.
  • Your sales and support staff can access the call history and other customer information before they even answer a call thanks to the seamless integration with your CRM and other business-related digital apps.
  • Reduce the amount of time callers spend in the queue

How To Manage Call Queues Better

·        Your call queue times will shorten and your customer satisfaction levels will rise if you use the tips and tricks listed below.

·        Utilize various routing techniques that determine which routing strategies seem to work best and switch up these strategies frequently to keep up with the business expansion and changing customer expectations.

·        Call groups, also known as ring groups, are collections of agent phone numbers or extensions that have been set up to ring by predefined parameters.

·        Administrators can set the number of rings before the caller is forwarded to the next member of the group, as well as whether or not all of the phone numbers in the group should ring simultaneously or sequentially.

·        Offer virtual queuing and automated callbacks to win over your customers as well as reduce call wait times.

·        You should also provide virtual queues, which are comparable to customer callbacks but deliver callbacks as soon as an agent becomes available rather than at the customer's chosen time.

·        IVR (Interactive Voice Response) does much more than just offer self-service options that frequently spare callers the need to speak with a live agent.

·        IVR not only reduces the amount of time callers waste listening to lengthy pre-recorded messages, but it also gives agents useful "pre-call" data.

·        Workforce management tools simplify business and employee workflow, boosting output and avoiding bottlenecks through improved organization.

·        Upgrade to the appropriate business communication software and stop relying on out-of-date tools that no longer serve your customers' needs if you want to quickly improve your call queue management strategy dramatically.

·        Queue management tools like automated callbacks, remote call forwarding, and CRM integration are available on advanced VoIP and call center platforms, which speed up call resolution and improve call queues.


Look at our comprehensive comparison tables of leading business VoIP software, Vitel Global Communications solutions, to find out more about the features you require, which providers have them, and the available pricing and plans.

Also, you can go through this for our Unlimited international calling, connecting hearts and voices across the world.

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