Call center
Call queues for IT support desks
A queue lets IT support desks hold a caller and ring the people who take calls. A call about an employee calling because a system is down stays in that queue instead of hanging up when the first person is busy.
Who the queue rings
Add the people who should take calls for IT support desks. The queue rings those agents. Owners and admins who are allowed to take calls can answer too.
What the caller does while waiting
The caller stays in the queue until an agent answers. IT support desks use this when several people might pick up a call about an employee calling because a system is down.
The number on the queue
Attach a public number to the queue. Inbound calls to that number enter the queue. A number that is not on a queue or a location is not a working route.
FAQ
Does a queue replace a location?
No. A location is a place with hours and an optional receptionist. A queue is the line that rings agents. IT support desks can use either, and a number belongs to one route.
What if nobody is available?
The caller remains in the queue. IT support desks do not need a separate overflow product to keep the call up.
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