Call queues allow you to manage high incoming call volumes without increasing staffing. When all agents are busy, callers are placed in a virtual waiting line—a call queue. When one of the agents becomes free, DialLink will route the first waiting caller to them.
Call queues are available with DialLink Contact Center Add-on.
How to create a call queue
Open
> Call queues.Click +Add new call queue.
Specify the name and click Save.
How to configure a call queue
After creating the call queue, a settings window appears. You can also access the queue setting by opening it from the list of call queues.
Before starting with the queue, complete settings in each block.
General
Set Time zone where you plan to handle calls.
Enable Automatically record calls if you want to record all calls and process them with DialLink AI features.
Important. For recorder queues, you must set up Announce call recording audio. Click Change, select audio from the existing library, or upload your file.
Phone numbers
Specify company phone numbers that form a queue. All callers, who dial these numbers, become a part of the call queue.
To add a number, select it from the drop-down list and click Add phone number. You can add multiple phone numbers simultaneously.
Operators
Determine agents to process the queue. DialLink will route the first callers in the line to free employees according to the queue parameters.
Before assigning operators, make sure you invite them to be DialLink users. To add an operator, select a user from the drop-down list and click Add operator.
Distribution
Define how the program assigns calls waiting in a queue to available agents. Choose:
Distribution method—which agent will receive a new call.
Available Distribution methods
Available Distribution methods
Longest idle—Sends a call to the agent who’s been free the longest.
Rotating—Sends a call to all available agents in a regularly changing order to distribute them evenly. The agent with the least number of answered calls appears in the queue first.
Sequential—Sends calls to agents one at a time in a fixed order. If an agent isn't available, the program redirects the call to the next agent in the sequence.
Simultaneous—Sends a call to all available agents at the same time. Whoever answers first will handle the call.
Wrap-up time—the period that agents have between finishing one call and answering another one. During this time, they aren’t available for new incoming calls.
Available Wrap-up time
Available Wrap-up time
No wrap-up time—agents receive new calls immediately after finishing the current one.
X minutes/hour—agents have the specified time break before the new call.
Schedule
Here, you configure your company's working hours. During working hours, callers are placed in the queue. DialLink applies queue parameters and announcements specified for open hours (see below). Click Change to set the working schedule.
Toggle on 24 hours a day, 7 days a week to place callers in the queue always.
During open hours
Set up parameters and audios for different scenarios when the caller phones while the company is open:
Greeting audio
The first audio the caller hears when joining the queue.Wait for operator audio
The message tells callers to wait for a free operator.Hold music
Make a professional impression with suitable music.Maximum wait time and related audio
Specify the period for how long callers can wait in the queue. If the timer expires, they will hear the corresponding message.Maximum queue size and related audio
Specify how many callers can wait in the queue. If the caller overflows the queue, they hear they can't get in line.Enable automated callback
Select whether to offer callers an opportunity to receive the callback.
When the option is on, configure Callback suggestion audio to propose a recall and Callback scheduled audio to confirm they scheduled a callback.
To assign audio, click Change, select it from the existing library, or upload your file. You can play the chosen audio after selection.
During closed hours
Set up parameters and audios for different scenarios when the caller phones while the company is closed:
Greeting audio
The first audio the caller hears when joining the queue.Voicemail audio
Encourage users to leave a voicemail with their request.
To assign audio, click Change, select it from the existing library, or upload your file. You can play the chosen audio after selection.
Notifications
Create alerts for the queue. Users in charge will receive an email or SMS whenever the call queue has no operators during working hours.
To activate notifications, toggle on the way to receive notifications: Notify by email and/or Notify by SMS, enter the email or phone number correspondingly, and click the add button. You can add multiple persons to each notification channel.
Dealing with call queues
A call queue is a powerful and flexible tool applicable in different cases. By tailoring its features, businesses can improve operational efficiency and customer satisfaction. Let’s explore several situations where a call queue can make all the difference:
During the holiday period, the business faces increasing customer requests, that overwhelm the team. Implementing a call queue guarantees that all incoming calls are organized in a virtual waiting line. Using the Longest idle distribution method, calls are routed to the first available agent. As a result, customers are smoothly connected without the frustration of dropped calls, and agents remain focused on one call at a time.
A customer needs support outside the company’s working hours. Configuring closed-hours parameters with a polite Greeting audio and an option for Voicemail audio. Customers can leave their request for follow-up during business hours.
Agent absences leave the call queue unstaffed during working hours. Use Notifications to alert supervisors via email or SMS when the queue is understaffed.
Long wait times can frustrate customers and increase bounce rates. Configure Greeting audio, Wait for operator audio, and pleasant Hold music to create a positive impression while customers wait.
An unexpected increase in calls exceeds the queue's capacity. Set a Maximum queue size and configure a message to inform customers when the queue is full. Customers will know the company can’t process their calls right now. However, clear communication minimizes dissatisfaction and sets realistic expectations.