Customize call queues on your IVR

With Ringover, you can customize queues for your IVR. ✏️ This is very useful, especially when you receive a large number of calls.

Customizing your queues allows you to define precise distribution rules, limit the time ⏱️ callers spend waiting, and even let them know their position in the queue. This way you spare them from waiting endlessly without knowing whether or not anyone is going to answer their call. ✔️

Step 1: Access scenario modification

💻 Go to https://dashboard.ringover.com/ivrs.

Click on the IVR to which you want to apply call routing rules, and then select the scenario you want to modify🖊️.

Step 2: Customize call queues on your IVR

You can now create your announcement and define maximum queue time in your IVR.

You can also customize your routing rules - namely call forwarding (simultaneous, cascading, at regular intervals, smart routing) as well as the order of call distribution (random, predefined, routing by history).

Then all you have to do is indicate the users and/or groups to which you wish to route calls from your IVR by clicking "Add." Also make sure to set ring time 🎵 for each of your users' lines.

Finally, clicking on "Open expert mode" 🤓 will give you access to more advanced features for setting up your queues. You can define the maximum number of callers in the queue, reroute them to the next step according to agent status, authorize the caller to stop recording, provide the number of callers in the queue, or send calls back to users' lines in case of no answer.


Now you know how to customize your IVR queues as needed to provide your callers the best possible experience! 🎉