What is a call queue?

A call queue offers a virtual waiting room where callers can remain on the line while they wait for the next available agent. Callers hear on-hold music and custom announcements, including their real-time position in the queue, letting you reassure potential customers from the start.

Ringover’s advanced call queueing system lets you take advantage of peak demand by streamlining large call volumes, cutting down missed calls and voicemails, and offering callers an engaging, professional experience.

What is a call queue?

Unlock a better customer experience with every call

Leave no call unanswered with Ringover’s seamless call queueing system.

Define the rules of your call queue

Define the rules of your call queue

Make the most of limited staff with better resource management. Instantly customize maximum wait times and maximum number of calls in the queue.

Tell callers where they are in the queue

Tell callers where they are in the queue

Avoid an endless queue with instant reassurance. Prevent frustration by letting callers know how many people are ahead of them in the queue.

Streamline large call volumes

Streamline large call volumes

Respond better than ever to peak demand. Handle a higher volume of calls while limiting the number of missed calls and voicemails.

Promote and perform better

Boost the performance of inbound call campaigns by making sure more calls get answered. Inform and promote while callers wait in the queue.

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Expand your call capacity with Ringover

Make sure every incoming call gets answered

Set maximum wait times

Set maximum wait times

Improve your customer experience and stop your queue from getting too full with maximum wait times and a maximum number of callers in the queue.

Tell callers where they are in the queue

Announce custom messages

Inform an interested audience about current and upcoming promotions as well as other important updates, such as location changes.

Update real-time queue positions

Update real-time queue positions

Tell callers exactly where they are in the queue. Minimize frustration and give your team members a better opportunity to close the deal.

Play music on hold

Play music on hold

Keep callers engaged with music on hold. Choose from Ringover’s diverse selection of royalty-free tunes, or integrate your own arrangement.

Call Queue FAQs

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Why do I need a call queue?

Ringover’s advanced call queuing system prevents calls from being directed to voicemail—or getting dropped entirely at the busy signal. Keep in mind that every inbound caller is taking time out of their day to speak with your business. Leaving them stuck on hold without being able to connect with a human representative is one of the easiest ways to lose their business permanently.

A personalized call queueing system dramatically improves customer service by informing callers where they are in the queue and providing an engaging, professional experience while letting you make the most of limited staff.

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When should a call queue be personalized?

Once you’ve reached a certain number of incoming calls, it’s important to limit wait time for your callers and inform them of their place in the queue. Nothing is more frustrating than waiting endlessly on hold without any indication of whether you’ll actually get to speak to a human being.

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How do call queues work?

Your VoIP phone system first checks for available phones to determine whether an inbound caller can be immediately connected with a representative. If all lines are busy, the call gets transferred onto a dedicated line. This happens regardless of whether the customer dialled a local or toll-free number. Callers are informed of their real-time position in the queue and an estimated wait time, reducing the rate of hang-ups. Once an agent becomes available, the queue directs the call to them.

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