Introduction:

Call queue provides a method of routing callers to people within the organization who can help with a particular issue or question. Calls are distributed one at a time to the people in the queue (who are known as agents).

Key Features:

  • Greeting message.
  • Music while people are waiting on hold in a queue.
  • Call routing – in First In, First Out (FIFO) order – to agents.
  • Handling options for queue overflow and timeout.

Video Demonstration:

Microsoft instruction: click HERE.

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