Queues provide you with a method of routing your callers/clients to agents in your organization who can help with a particular issue or question. Calls are distributed one at a time to the agents in the queue based on implemented settings.
- A welcome/greeting message
- Music while people are waiting on hold in a queue.
- Call routing to agents.
- Handling options for queue overflow and timeout.
- Queues allows taking several calls in the same time.
Ring groups: Simple group containing agents extensions, that can take only one call at a time, with no handling or routing options and welcome message.
Under this section you will see:
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