How It Works

What a Queue is

A queue is where inbound calls are placed so the system can:

• connect the caller to an available agent
• track waiting / serving in real time
• produce per-queue analytics (not mixed across the whole call center)

How a call reaches a queue

Inbound flow into a queue looks like this:

1. Caller dials the Call Center Direct Phone Number
2. Language selection happens only if there are 2+ languages (otherwise skipped)
3. Schedule check runs after language selection (or skip)
   • Closed for the day / Holiday / Lunch break → each can Voicemail or play message
4. Queue selection happens only if there are 2+ queues (otherwise skipped)
5. Optional recording notice (only if recording is enabled)
6. "Please wait for an agent" message is played
   • the repeat interval is configurable and can be turned on/off

Routing strategy (ACD)

Routing is availability-based:

• the system offers calls to agents who are available
• there is no fairness strategy (no round-robin / no longest-idle)

Waiting behavior, position prompts, and timeouts

While the caller is in the queue:

• the system announces the caller's position in the queue every X minutes (configurable)

two configurable timeouts control when the call stops waiting and goes to voicemail:

• Max wait in the queue → forward to Voicemail
• Max wait without agents → forward to Voicemail

Presence & availability (what routing is based on)

Queues route calls using agent presence and state visible in the app, for example:

• Online status (shown live in the desktop app)
• whether an agent is in the queue and able to receive calls
• whether an agent is logged out / offline

These updates are real time, so routing reacts instantly when agents go online/offline.

Live per-queue stats (operational view)

Each queue shows live operational counters such as:

• Agents online
• Waiting (callers currently in queue)
• Serving (calls currently being handled)