How do Call Queues work?
Question
How does the call queue work?
Applies To
- Configuration Manager
- Call Queues
Answer
Call Queuing places your callers in an ordered “queue” or line until the next available agent or employee can help them. A user can receive one call at a time from the queue, once the user is done with the call, he will receive the next call on the queue.
If using call queues with just deskphones, it is advised not to use the Do Not Disturb functionality on them as this can cause delays in the calls being answered by assigned agents.
If you require the functionality of the Do Not Disturb please use if from Work for Desktop.
