Call Queue - Set Up Call Handling for Business Hours and After Hours
Call queues allow you to distribute calls to custom groups or departments you set up. Create a call queue when you want a specific group of users (such as Sales, Support or Billing) to share incoming calls. Each call queue can have an extension or direct (local or toll-free) number of its own. You can define specific business hours for each call queue and set up email or text message notifications of any missed calls or voicemail messages.
NOTE: Only Account Administrators or a Call Queue Manager can set up and configure call queues.
This article discusses how to access and configure the Call Handling section of a Call Queues group. Click the links for more information.
Accessing the Call Handling Section of a Call Queue
Setting Up the Call Queue's Call Handling Rule
• Call Queue Hours
1. Deciding how calls get transferred to group members
2. Audio While Connecting
3. Hold Music
4. Member Availability and Hold Times
• After Hours
2. Send Callers to Call Queue Voicemail
3. Unconditional Call Forwarding
4. Connect to a Specified Extension