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Shorten call hold times by 75% with a call queue

Easily create custom rules in SONAR to send every caller to the right team, or automatically call them back.

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Different rules for different queues

The same type of rules for call queues don’t work for every department or group. That’s why we offer different call queue types to suit your needs. Our three most common are:

Round-robin – Routes callers to the available agent that has been idle the longest.
Ring All – Routes callers to all available agents at the same time.
Linear Hunt – Routes callers to the available agents in a predefined order.

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Additional queue support

The call queue callback is a feature designed to enhance the experience for your clients calling into your call queues. If a caller dials into a call queue and no agents are available to answer, your callers can request a callback. Available for clients on the Call Centre plan.

By selecting the Edit Call Queue button on a specific queue, SONAR allows supervisors to modify the treatment of call queues individually. A common Round Robin queue would dispatch the call to the agent who has been off of the phone the longest. Other options include Ring All which is a first-to-answer system, Linear Hunt which directs calls in a certain order, or Linear Cascade which directs calls to certain groups. If unanswered, the call gets directed to the next group within a certain order, and so on.

The Pre-Queue Options tab, Supervisors can set up different queue rules. They can set the number of required agents for that queue, which depends on if they want that queue to lead to a voicemail if no one is available, etc. There is also an option for callbacks. This new feature prompts the caller after waiting in the queue for a specific amount of time if they would like to leave their number within the system to hold their spot. The agent can then, later on, accept the callback and let the system call them back automatically when it is their turn to be dispatched. Another option is Forward If Unavailable, which sends the caller to a different area such as voicemail or back to an auto-attendant after a set amount of time expires.

For In-Queue options, Supervisors can set Queue Ring Timeout, which sets the time limit on each prompt previously mentioned, allowing the caller to choose from a set of options after a certain period of time waiting in the queue. The Agent Ring Timeout determines the amount of time that the queue will try an agent before sending a call to a different agent. Initial Agent Group To Ring sets the number of agents that will be notified in the first group of a Linear Cascade Queue style, and Agent Group to Add After Timeout sets the number of extra agents to handle the call assuming Group 1 has not answered. Logout Agent On Missed Call logs the agent out on any missed calls that they receive, which forces them to log back in to re-enter the queue. The Forward If Unanswered option, similar to the option in the Pre-Queue Options tab, lets Supervisors set the destination where unanswered callers will be routed to if the call goes unanswered.

Feature value

A better experience

Nobody likes being on hold. Help your customers reach someone quickly and efficiently.

Better understand your business

View call queue data using stats like active calls, calls per hour, calls per day, abandon rate, and average wait time.

Queue callback

With queue callback, you’ll see an increase in customer satisfaction. Offering a return call process makes callers feel prioritized.

Decrease abandonment rate

Call queues keep your customers from being trapped in automation, lowering your call abandonment rate.

Use a ‘Round-Robin’ call queue for your sales team to equally distribute incoming calls to team members. ‘Ring All’ call queues are perfect for support and service teams where everyone is tasked to answer that customer call. Use ‘Linear Hunt’ for your accounting team where a call is sent to the Accounting Assistant first, and if they’re busy, it will get sent to the Accounting Manager, and so forth. Couple your call queues with your auto attendant to give your callers a high-quality experience.

Pricing customized for your business

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