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).
- 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.
Microsoft instruction: click HERE.