Call queuing allows you to accept more calls into your telephone system than you have extensions or employees to answer them. With Voipfone, each extension can accept as many calls as the telephone can handle - for example the Snom 190 can handle 12 calls simultaneously and the free softphone 3 - but if the called party doesn't answer because he's on another call, the customer just hears ring tone and eventually diverts to voicemail.

With call queuing, your customers are answered automatically, held in a queue and while they are waiting for a representative they hear music and receive personal messages about where they are in the queue and when they will be answered.

You never lose a customer because you couldn't answer the phone.

They can be also transferred to voicemail if required.

How much does it cost?
Call Queuing costs £1.99 per month (ex VAT).

How Do I use Call Queuing?
Choose call queuing from the Package Builder and make your payment. If you have only one number queuing configures itself automatically.

If you have extensions from our PBX, click on the PBX icon in ‘Your Account’ and look under ‘Inbound phone number set-up’. For the incoming numbers you want queuing to apply to, choose ‘queue calls’ from the drop down menu. Click ‘save’ and you’re done.

Does it only apply to incoming numbers or can we use it per extension?

what happens in the case of you using IVR, i.e. there are only options in the dropdown for Inbound number of "IVR / Call Queuing or individual Extensions" ?

If we set to IVR does that automatically incorporate Queuing ?

any answer on our query above ?

If you set your number to IVR , then in the IVR set-up you can set an option to go to the call queuing service.

excellent works a treat, thx for reply

so how come we can't use queuing with call groups then if we can with IVR?

Our setup is:

5 phones in the call centre
12 phones in various other depts

We have 1 call group setup so that all incoming calls route to call centre. If all those 5 people are on the phone the customer just hears ringing and ringing - with no notification that we are in and they are just waiting in line. What happens? They hang up obvously and we get very annoyed customers asking why nobody answers the phone during working hours.

So we have to revert to queue calls ring all meaning that everyone in the company gets to hear the phone ring 200 times a day.

Not good - is there any workaround or answer for this?

PJM

The call queue rings all extensions which have their 'group' box ticked under 'extension number set up'

So you can specify only a certain number of your extensions ring and not all.

Does it only apply to incoming numbers or can we use it per extension?

Call queuing works when you have a number set to call que ring all, this will call anyone in the main group that has their group box ticked.

Will also work when using IVR you can have a second group and set IVR option to call group que 1, this will call and que anyone in the second group.