Queue Lists

Queue is a cornerstone in any Call Center Service. It assures that incoming calls are distributed fairly between agents, and in case of all agents are busy; the call is held for a specific duration waiting for an agent to be idle. During this waiting; caller hears a pre-selected queue media (which can be differenct for each queue).

If queue duration expires without agent become idle; the call is handled according to the pre-set queue-overflow (e.g. wait again, send to other queue, …).