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🎧 Call Queues

ONSIM

If your business experiences high call volumes, Call Queues ensure you never miss a lead. Instead of a busy tone, callers are held in a professional environment until your next team member is available.

⚙️ How it Works: The Call Flow

To use a Queue, your account must also have an IVR (Auto-Attendant) active. This allows the system to play your custom announcements and routing options.

  1. Entry: The call hits your IVR and plays your greeting (e.g., "Press 1 for Sales").

  2. Placement: The caller enters the Queue.

  3. Connection: The system rings your team based on your preferred strategy until the call is answered.

Cost Requirements:

  • Call Queue: £5 + VAT per month, per queue.

  • IVR (Required): You must have an active IVR to run a queue, which is an additional £5 + VAT per month.

🛠️ Customisable Queue Settings

We can tailor the queue behaviour to match your specific business rules:

1. Queue Capacity (Overflow)

You can set a maximum number of callers allowed in the queue at once. If the limit is reached, you can choose to:

  • 📢 Play a "Busy" message and disconnect.

  • ➡️ Redirect the call to a specific user or voicemail.

  • 🔄 Send the call to a different queue or back to the main IVR menu.

2. The Waiting Experience

Keep your customers informed while they wait to reduce hang-ups:

  • Position Announcements: Tell callers exactly how many people are ahead of them.

  • Estimated Wait Time: Provide a countdown (requires your average call handling time).

  • Custom Music on Hold: Swap standard tones for professional music or promotional messages.

  • Maximum Wait Time: Set a "time-out" limit (e.g., 5 minutes). If no one answers by then, the call can be redirected to voicemail or another department automatically.

✅ How to Get Started

Because Call Queues involve specific routing logic, our technical team handles the initial configuration for you to ensure it’s seamless.

To set up your queue, simply email support@onsim.uk. Please include:

  1. Queue Details: Which number(s) should point to the queue and which users should be the "agents" answering the calls.

  2. Routing Rules: Your preferred overflow and wait-time settings.

  3. IVR Details: 

  • If you haven't set up an IVR yet, please include your completed IVR form.

  • If you already have an IVR on your account, please confirm which menu options (e.g., "Option 1") this queue should apply to.

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