Call Queuing

• The work period

This takes into consideration the period when the call is issued:

Working days, weekends or public holidays

• The pre-recorded greeting

It’s always motivating for a subscriber to feel valued. Thus it is a question of making the caller hear things like:

• A pre-recorded greeting
• An IVR menu to collect subscriber’sinformation
• Agent availability information
• Language preference
• And even some music and a voice inviting to exercise
• Automatic call distribution (ACD)

This system makes it possible to receive all incoming calls and dispatch them to all available agents. This is based on a set of call reception rules, called Call Routing. Its difference with the IVR is that the ACD routes the first online call to an agent whose line is free and this automatically. However, this is made possible by the IVR which collects data such as: the reason for the call, the expected service, and allows you to direct the call to the right department.

• Call Routing

Is the actual configuration of incoming calls, to be sent or “routed” to the appropriate department. This is the most decisive step in the process, it goes as follows:

• Routing by skill

Calls can be configured to go directly to the most experienced agent in the customer’s designated area

• Time-Based Routing

Agents are made available according to their time zone

• Round Routing

Each agent receives calls in turn. That is to say the first call to the first free agent, the second to the next agent and so on.

• Routing based on availability

The agent who is least busy or completely busy automatically receives the next call in line.

Benefits of call queuing

Note that the benefit of the Call queuing lays on 3 points

• The customer’s satisfaction: When a customer feels valued and receives a solution to their problems in a timely manner, they are more likely to come back and also refer your company to
• The Increase in productivity: This system of call queuing allows your business to manage the big flow of inbound calls. The stress of getting each customer satisfied at the same time while all their calls are popping into your VoIP simultaneously is ended with that. Beside, the AHT (average handle time) considerably reduces also, with the information collected automatically by the IVR the agent have exactly an idea of the caller’s
• The increase of sales: With the hold time minimized and an accurate customer service, the number of attended customers is maximized and this highly influences the income in a positive

On another side, the call queuing system allows you to assist the customer with certain needs, just by setting an IVR (interactive voice response). When they need quick assistance on the basics such as: order status, account balance, services hours, location of store or company and many more depending on your company and the different services you offer to your customers.

Also it gives the suitable agent an easy access to customer’s data and their place in the queue in order to call them back immediately after dropping the previous call, especially in the cases the caller chooses to the option to be called back without losing their place in the queue.

At Amont IT VoiP, this is what we grant you: the best way to manage your customers through a world-class phone system and grow your company. Making your business successful is our greatest desire; because your satisfaction is our growth. Do not wait any longer, contact us and this is the start of good changes in your business.

Click here to see all our voip services features or get started now.

The Publicity

Advertise your services and products

Indicate your locations and your businesses hours

The Service’s quality

Customers get in touch with the suitable agent in a timely manner.

Operators have less stress attending to customers.

The Private Branch Exchange (PBX) Amont IT offers you, is able to sort all your telecommunication issue. As for the present context of how to have an amazing experience of the calls holding, you will definitely enjoy the MOH (Music on Hold) feature. It lays on the:

• Greeting setting
• Music setting that covers the real music and the recorded presentation( if needed).
• Announcement of how long the hold will
• Setting of caller’s category according to the
• Setting the keys to get the right path for each caller based on the

With all these, you are making sure that a call held in the system by any of your associate, will not impact negatively your business.

Click here to see all our voip services features or get started now.