VATRIX Call Queues
Organize your company’s flow of incoming callers and respond efficiently with the Call Queue feature from VATRIX Business Phone.
Why Your Business Needs Call Queues
Call queues are crucial for a business phone system. They help by routing callers to the person who can help them most instead of calling your business and hoping for the best. This saves time for both callers and employees: callers can experience less wait time for solutions regarding your business, and your employees can quickly perform customer service in an efficient manner.
Call Queue Dimensions
This feature can direct inquiries to relevant employees and feature up to a 25-call waiting list with up to 15 managers. Although this gives you plenty of room to create an organized system, keep your customer experience in mind. Sometimes a short queue is more user-friendly.
How Call Queues Work
Below is a table of scenarios your VATRIX Call Queue could encounter and how the features of this system would respond.
| Situation | Response |
|---|---|
| Employee situated earlier in ring route becomes available after a call has been routed to the next employee in the ring route | Call will return to the newly available employee listed earlier in the ring route |
| Situation | Response |
|---|---|
| Employee call handling ring duration concludes before every queue group employee receives a ring from a call | Employee call handling rules repeat until the call's maximum wait time expires or until the call is answered |
| Employee rejects call from single physical phone | This employee is marked as "Unavailable" for the next five seconds |
| A relevant employee becomes available after a call has already been routed to other group members | Employee is automatically added to the call group being rung |
| Situation | Response |
|---|---|
| Employee needs time after a call to wrap up the interaction | This Employee can be provided with a wrap-up timer that marks them as unavailable for new queued calls until the timer ends. |
| The amount of callers entering the queue needs to be limited | Calls are distributed among employees (still-ringing calls are not connected to the queue) |
Get More With VATRIX Business Phone
VATRIX Business Phone includes many features to help your business succeed.
Frequently asked questions
In what order are calls queued and completed?
VATRIX operates queues using the "First In, First Out" (FIFO) system. Calls that arrive first will be queued first.
What happens to a queue call if it is Missed or Rejected?
If you have set up a sequential call queue, then the employee who missed or rejected a call is temporarily tagged as "Unavailable" for the next five seconds so that the next employee in the queue group will receive the call. If you have set up simultaneous call queueing, then the employee who missed or rejected a call will be marked as "Unavailable" for five seconds. At that time the phone ring will pause for a moment and then resume ringing the entire queue group until the call is answered or the maximum wait time is reached.
What do callers hear while waiting to be helped?
Callers On Hold will hear music or pre-recorded voice messages until their call is answered or until maximum wait time is reached.
What is the maximum file size and length/duration for portal uploads?
Auto-Attendant, Music on Hold, Queue Introductory, Queue to Agent, Voicemail Greeting messages should be no larger than 64 MB. There are no length limits, but pre-programmed prompts may play and interrupt longer messages. The Auto-Attendant greeting is capped at 1,800 seconds. Music on Hold is capped at 60,000 seconds which would (and should) not realistically be reached. The Call Queue introductory message is capped at 1,800 seconds. The Queue Message has no limit, but we recommend keeping it at 3-6 seconds. Your voicemail greeting has no time limit.